You are reporting on tickets, the service catalog and the categories by using the data source Ticket (CRMSRQHB). You display a category ID, for example an object category ID, and you change the characteristic setting to show the description as well.
SAP Cloud for Customer
Reproducing the Issue
- Go to the work center Business Analytics and the view Design Reports.
- Open your report based on the data source CRMSRQHB.
- Make the required selection.
- Take a category ID field, for example, Object Category ID.
- In the view, click on this field and open the settings.
- Change the display to ID and Description, or Description only.
You see that the description for this ID is not correct. It comes from another catalog. You expect the description to be picked depending on the ticket type of the ticket, and the ticket type that was set in the catalog.
The option to have a specific catalog for a certain ticket type is a relatively new feature. The description of a category ID is an old feature which cannot consider the different catalogs and which ticket type they belong to. If several catalogs are active, the description is picked randomly.
This is an enhancement request which we have taken up into the planning for the future releases.
The behavior happens because the categories in the various catalogs are not unique. Such a setup is not recommended. We would strongly recommend that each catalog as well as each catalog version has IDs and descriptions which are unique. Such IDs are used in the system to identify and differentiate one object from another, but if they are re-used multiple times across several catalogs or versions, the identification is not clear.
See also: KBA 2693915 - Reporting on Ticket, Service Categories and Service Catalogues
object category, incident category, cause category, service category, resolution category, description, duplicate, report, tickets, data source, ID, ticket type , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , LOD-CRM-SRP , Service Request Processing , Product Enhancement