SAP Knowledge Base Article - Public

2512488 - Request for "Channel" field in Tickets View to be PSM released

Symptom

Request for Channel field in Tickets to be PSM released

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Services Work Center
  2. Go to Tickets Work Center View
  3. You can see all the Tickets listed.
  4. Please look for the column with name "Channel". (If you do not find this, you may add the same using Edit Master Layout or Personalization setup).
  5. At times, you may request for PSM release of this field so that this can be used in PDI environment.

Cause

Channel field in the UI is a UI only field which is consolidation of different fields based on type of ticket created. This is not persisted directly in BO and hence cannot be PSM released.

Resolution

The "Channel" can not be PSM released.

If you want to use similar kind of field, then there is field "Source" in the UI which can be enabled via adaptation in KUT.

This field can be set while creating TICKET. The technical name of the field is 'Data Origin Code' in Root node and it has set of values which can be set.

Keywords

Source, Channel, Ticket, C4C, Service, Service Request, PSM, PSM Released, Field, Cloud for Customer, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications 1708 ; SAP Cloud for Customer core applications 1711 ; SAP Hybris Cloud for Customer add-ins 1705