SAP Knowledge Base Article - Public

2097722 - When Assigning a Ticket to an Agent the Account ID is Showed Instead of the Name.

Symptom

When the user tries to assign a ticket to any service agent or team the agent ID is displayed upon selection instead of Name.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. In the field Find enter ABC (ABC represent ticket ID).
  4. Go to the ticket detail window.
  5. Choose the button Assign To.
  6. Select new Agent or Team.
  7. Agent/Team ID is displayed after selection.

Expected: Agent/Team name should be displayed instead of the ID.

Cause

The expected behavior of showing Name instead of ID only works on field which are directly mapped to the underlying Business object. Any other fields on Advanced filter or pop-up which have dedicated field, this will not behave that way.

Resolution

It is the Expected system behavior.

 

Keywords

id, name, display, show, agent, account , 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