2682042 - Unable to Change the Product on Ticket on Fiori After Saving it

When you try to change the product by deleting the Serial ID on Fiori, the product field remains grayed out.

SAP Cloud for Customer

1. Go to the Service work center. 
2. Go to the Tickets view.
3. Open ticket ID XXX (XXX represents the ID of the ticket).
4. Go to the Overview facet.
5. Under Product section, delete the content of field Serial ID.
6. Notice that the Product remains grayed out.

This is the standard behavior of the system.

If this feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

Product; Grayed out; Serial ID; Ticket; Fiori; Delete; , 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