SAP Knowledge Base Article - Public

2880874 - How to change Internal Notes to Memo

Symptom

How to create new internal notes as a Memo (Internal memo) which will show up in the Interactions (time line) instead of Internal Notes which are created in the 'Notes' facet.

Environment

SAP Cloud for Customer

Resolution

Please scope the question in Business Configuration > Scoping > Questions > Service > Service Request Management > 'Do you want internal memos for tickets to appear with interactions?'

Prerequisite is the question 'Do you want to record memo activities?' in Sales > Account and Activity Management > Activity Management

The internal memo in the ticket can be added as follows:

  1. Go to the Service workcenter.
  2. Go to the Tickets view.
  3. Open any Ticket.
  4. Go to the Interactions facet.
  5. Click New and select Internal Memo.
  6. The same can be added in sub-tickets.

Please note that these notes are not available in the Memo view of the Activity workcenter. Also the link on the Ticket TI will not show any data; the above can only be viewed in the Interactions facet of the Ticket.

Keywords

memo, internal notes, memo wocv, ticket , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-ACT , Activities , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions