SAP Knowledge Base Article - Public

2695292 - Error "Retrieving customer group from configuration not possible" in Ticket


You observe the error message "Retrieving customer group from configuration not possible" while trying to save a Ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Navigate to Tickets View
  3. Click on New  button and fill the details
  4. Click on Save
  5. System raises the error "Retrieving customer group from configuration not possible"


The customer group fetched for the Ticket does not exist in the fine tune activity Customer Groups.


  1. Go to Business Configuration work center
  2. Go to Implementation Projects view
  3. Click on Open Activity List button
  4. Search for the activity Accounts and open it
  5. Click on Maintain Customer Groups
  6. Add the customer group that is fetched for the Ticket
  7. Save the changes made
  8. Logout and login to the system again

Customer Group Standard.png

See Also

Note: The customer group of the Ticket is fetched from the Account.


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SAP Cloud for Customer core applications 1808