2529283 - The Items Added in the PART Facet of a Ticket are No Longer Visible

You might observe the same when adding for example services or time.

SAP Cloud for Customer

Pre-requisite :

You have maintained the fine tuning activity Item Processing Codes located in the Business Configuration work center > Activity list > Fine-tune >  Activity : Ticket for Customer Support.
As shown in the screenshot below, Processing Codes can be assigned to a Tab (Assigned to Tab).

1. Go to the Service work center.
2. Go to the Work Ticket view.
3. Open ticket ABC (ABC represents the identification of the ticket).
4. Go to the Parts facet.
5. Add item XYZ (XYZ represents the Item name) with processing code EXP0.
6. Save.

Actual Result : Once you refresh the screen the item XYZ is deleted/not visible anymore in the Parts facet.

Expected Result : You would expect that the item remains on the PART facet.

In a ticket, different facets are provided for different type of items. The display of an item with a certain type is governed by the fine tuning activity :  Item Processing Type Code. For instance, based on the Item Processing Codes, you can see that item with Processing Code EXP0 should be displayed in the Expenses facet.

This is the expected system behaviour. Please note that All items would appear in the Item facet. You also have the possibility to create your own item type.

The determination of the System Processing Type is done according to the fine tuning activity : Item Processing Determination. This is located in the Business Configuration work center > Activity list > Fine-tune >  Activity : Ticket for Customer Support.

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