SAP Knowledge Base Article - Public

2890185 - Sorting Changes in Template Work Center Does Not Reflect in Ticket Templates List

Symptom

You notice that changes done in the Sorting in Template Work Center are not reflected when accessing the Templates list, when creating a new interaction in a Ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

  • Template Work Center View Perspective:
  1. Navigate to Service work center.
  2. Navigate to Templates work center view.
  3. Click User Settings in the Top Right Corner.
  4. Click Start Adaptation Mode.
  5. Click to edit the templates list screen.
  6. Click Sort and Group By
  7. Define your sorting criteria for templates.
  • Tickets Work Center Perspective:
  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Navigate to Interactions tab.
  5. Click New.
  6. Click Templates.
  7. See that the sorting criteria defined in the templates work center view is not applied in the list.

Cause

This is the system expected behavior, as the templates work center view framework is independent from the tickets work center view framework, therefore the sorting is not considered for both lists.

Resolution

To apply the sorting in the list for tickets, follow the steps below:

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Navigate to Interactions tab.
  5. Click New.
  6. Click Templates.
  7. Click Sort.
  8. Adjust the sorting as required.

Please notice that as there is no save action, this process will have to be repeated every time the templates list is opened in the ticket scenario.

Keywords

Templates; Ticket; Sorting; Sort; Ascending; Descending; Name; Order; Interaction; C4C; Service; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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