SAP Knowledge Base Article - Public

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

Symptom

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

Environment

SAP Cloud for Customer

Reproducing the Issue

  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.

Resolution

This is the standard behavior of the system.

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

Keywords

Product; Grayed out; Serial ID; Ticket; Fiori; Delete; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions