2244970 - Ticket Type Cannot Be Changed After Ticket Creation

You notice it is not possible to change the Ticket Type field once the ticket is created.

SAP Cloud for Customer

1. Go to the Service work centre.
2. Select the Tickets view.
3. Click the New button.
4. Fill in all mandatory fields.
5. Save the changes.
6. Open the new created Ticket.
7. Click the Edit button.
8. You see that the Ticket Type field is greyed out and cannot be changed.

Once selected it’s not possible to change the ticket type, irrespective of the channel through which the ticket was created (email, manually, social, etc.).

At present the ticket types for Employee Support and Customer Support behave slightly different (regarding party determination) and hence the ticket type is always display only.

This is the standard behavior of the system.

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available (C4C).

Ticket; Service Request; Ticket Type; Document Type; Grayed Out; Unable to Change; C4C; Service; Type; , KBA , LOD-CRM-SRP , Service Request Processing , How To

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