SAP Knowledge Base Article - Public

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

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.


This is the system standard behavior.

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center on . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea:


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