SAP Knowledge Base Article - Public

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


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

Reproducing the Issue

  1. Go to the Customer 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.


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.


It is the Expected system behavior.



KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1602 ; SAP Cloud for Customer core applications 1411 ; SAP Cloud for Customer core applications 1708 ; SAP Hybris Cloud for Customer add-ins 1708