SAP Knowledge Base Article - Public

2696007 - Approval Information is Not Displayed in The Ticket PDF Form

Symptom

When you preview a Ticket that is in approval status, there is no approver or approval information displayed on the service request pdf form.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the work center Service.
  2. Choose the view Tickets.
  3. Search XYZ (XYZ represents ticket id) which has approval information.
  4. Open the Ticket.
  5. Choose Actions button.
  6. Choose Option Preview.
  7. Choose Template DEF. (DEF represents template name)

The PDF form generated does not have the Approval Information.

Cause

The Approval information displayed in the screen, but not able to see the same in the PDF form is because to bring the Approver field available on ticket screen to the PDF form the Path is missing in the XML itself.

Resolution

When you preview a Ticket that is in approval status there is no approver or approval information displayed on the service request pdf form. It is an existing system behavior and is planned to be enhanced in future release.

Keywords

Ticket Approval Note, Approval Information Missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins 1808