SAP Knowledge Base Article - Public

1991742 - When Creating a New Service Request Incident Category Values are not Populated.


When Creating a New Service Request case Category Values are not Populated When F4 Value Help is Pressed.

Reproducing the Issue

  1. Go to Service Desk Work Center ;
  2. Go to Common tasks and select new service request;
  3. Enter a service category value under categorization section.
  4. Select an case category value.

 You will see the  message " No records found".


The category type selected is not  case type


You can verify the following steps below:

  1. Go to Service Entitlements Work Center ;
  2. Go to the view Service Categories;
  3. Select an service category and edit .
  4. Click in the button View All
  5. Go to Catalog Structure tab
  6. In Category Name column click and Expand Service Category  values
  7. On right hand side you can see the category type  after select any category ID

If the category type selected is not of case type, no values will be displayed in case Category field.



KBA , SRD-CRM-SEE , Service Entitlements , How To


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