SAP Knowledge Base Article - Public

2100458 - When you Search for the Ticket Category Fields in the Advanced Filter Screen via the value help, the Chosen Value Returns Only the ID and not the Description.


When you search for the Ticket Category fields in the advanced filter screen via the value help, the chosen value returns only the ID and not the description.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Choose Tickets View
  3. Choose Show Advanced Filter Icon
  4. Choose value help against the Ticket Categories field
  5. Select any value

You notice that the Hit List of value help has both ID and description, whereas, the resultant value is always the ID not description.


It is the expected system behavior across the UI.


At the moment this is the expected behavior.

Please post your request in the collaboration forum; there you can request the new features for the new releases of the system. This channel also allows you to follow up your requests directly with the C4C Product Management Team

If you need this functionality urgently you may contact the Cloud Service Center as follows:

a)If you are a partner: please use or the Partnerfinder.

b)If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.


Ticket; Service Category ID; , KBA , LOD-CRM-SRP , Service Request Processing , How To


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