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 1211 ; SAP Cloud for Customer 1302 ; SAP Cloud for Customer 1305 ; SAP Cloud for Customer 1308 ; SAP Cloud for Customer 1311 ; SAP Cloud for Customer 1402 ; SAP Cloud for Customer 1405 ; SAP Cloud for Customer 1408 ; SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer add-ins 1805 ; SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer add-ins 1811 ; SAP Cloud for Customer add-ins 1902 ; SAP Cloud for Customer add-ins 1905 ; SAP Cloud for Customer add-ins 1908 ; SAP Cloud for Customer add-ins 1911 ; SAP Cloud for Customer add-ins 2020 ; SAP Cloud for Customer add-ins 2021 ; SAP Cloud for Customer add-ins 2022 ; SAP Cloud for Customer add-ins 2023 ; SAP Cloud for Customer add-ins 2024 ; SAP Cloud for Customer core applications 1.0 ; SAP Cloud for Customer core applications 1.5 ; SAP Cloud for Customer core applications 1305 ; SAP Cloud for Customer core applications 1308 ; SAP Cloud for Customer core applications 1311 ; SAP Cloud for Customer core applications 1402 ; SAP Cloud for Customer core applications 1405 ; SAP Cloud for Customer core applications 1408 ; SAP Cloud for Customer core applications 1411 ; SAP Cloud for Customer core applications 1502 ; SAP Cloud for Customer core applications 1505 ; SAP Cloud for Customer core applications 1508 ; SAP Cloud for Customer core applications 1511 ; SAP Cloud for Customer core applications 1602 ; SAP Cloud for Customer core applications 1605 ; SAP Cloud for Customer core applications 1608 ; SAP Cloud for Customer core applications 1611 ; SAP Cloud for Customer core applications 1702 ; SAP Cloud for Customer core applications 1705 ; SAP Cloud for Customer core applications 1708 ; SAP Cloud for Customer core applications 1711 ; SAP Cloud for Customer core applications 1802 ; SAP Cloud for Customer core applications 1805 ; SAP Cloud for Customer core applications 1808 ; SAP Cloud for Customer core applications 1811 ; SAP Cloud for Customer core applications 1902 ; SAP Cloud for Customer core applications 1905 ; SAP Cloud for Customer core applications 1908 ; SAP Cloud for Customer core applications 1911 ; SAP Cloud for Customer core applications 2002 ; SAP Cloud for Customer core applications 2005 ; SAP Cloud for Customer core applications 2008 ; SAP Cloud for Customer core applications 2011 ; SAP Cloud for Customer core applications 2102 ; SAP Cloud for Customer core applications 2105 ; SAP Cloud for Customer core applications 2108 ; SAP Cloud for Customer core applications 2111 ; SAP Cloud for Customer core applications 2202 ; SAP Cloud for Customer core applications 2205 ; SAP Cloud for Customer core applications 2208 ; SAP Cloud for Customer core applications 2211 ; SAP Cloud for Customer core applications 2302 ; SAP Cloud for Customer core applications 2305 ; SAP Cloud for Customer core applications 2308 ; SAP Cloud for Customer core applications 2311 ; SAP Cloud for Customer core applications 2402 ; SAP Cloud for Customer core applications 2405 ; SAP Cloud for Customer, core applications 2.0 ; SAP Cloud for Sales 3.0 ; SAP Hybris Cloud for Customer add-ins 1605 ; SAP Hybris Cloud for Customer add-ins 1608 ; SAP Hybris Cloud for Customer add-ins 1611 ; SAP Hybris Cloud for Customer add-ins 1702 ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711 ; SAP Sales OnDemand 1.0 ; SAP Sales OnDemand 2.0 ; SAP Sales OnDemand 4.0