SAP Knowledge Base Article - Public

2575848 - Different Behaviour For Internal Notes


For some Business Objects (e.g. Tickets) an internal Note that was saved cannot be edited anymore. The only option is to add a new note. For other Business Objects (e.g. Activities) only one internal Note is displayed, which can be edited.


SAP Hybris Cloud for Customer

Reproducing the Issue

Example 1:

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Add Note hyperlink.
  5. Maintain a note.
  6. Select the OK button.

The Note is saved and there is no option to edit the note. Older Notes are displayed in the list of Interactions (In the Notes facet in Fiori).

Example 2:

  1. Go to the Activities work center.
  2. Select the Appointments view.
  3. Open Appointment XYZ (XZY represents the Appointment ID).
  4. Select the Edit button.

The Note text field is editable. There is no way to add a new Note.


This is the expected system Behaviour in SAP Hybris Cloud for Customer.

There is two different types of internal Notes. For the Notes History, it is not possible to edit existing Notes but you can add new Notes. For simple Notes, it is not possible to add a new Note but you can edit the existing Note.


For some Business Objects like Opportunities it is possible to choose, if you want to use Notes or the Notes History.

To change this, please follow these steps:

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the respective Project and select the Edit Project Scope button.
  4. Select the Next button until you reach Step 4: Questions.
  5. Expand the list of options for Sales.
  6. Expand the list of options for New Business.
  7. Select Opportunities.

The User is able to see and edit or add Notes based on the following question:

Do you want to enable users to see earlier versions of opportunity notes?

For other Business Objects like Tickets and Activities this cannot be changed.


Internal Notes Tickets Activities Appointment Phone Call Task E-Mail Opportunities Sales Quotes Sales Orders Edit Add , 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