2718470 - Wrong Description of Service Categories in Report Charts

You have built a report using the data source Ticket (ID: CRMSRQHB) and you have created a view with a chart. In the rows, you have added a category field, such as Service Category, case Category, Cause Category, Object Category etc. The value descriptions in the chart show the wrong category in some cases, for example, it may show a category description from a former service catalog version.

SAP Cloud for Customer

1. Go to the Analysis work center, view Reports.
2. Select the report based on the data source Ticket.
3. Open the view which has a chart.
4. Let us assume you have added the case Category field to the rows. The value descriptions are wrong in some cases.
5. Change the view to a table display. Now the descriptions are correct.

The service categories are a broad functionality and they have a parent/child relationship like this:

Service Category Catalog

> Service Category ID

> case Category

> Cause Category ID

> Resolution Category ID

> Object Category ID

Each service category catalog can have the same service category IDs, descriptions and also the underlying child relations.

To display the correct values, a certain setup in the report view and selection is required. For more information, please check here.

You would need to include the parent nodes of the required value in the report view, and set the variables for them in the selection. For example, if you require the Cause Category, please include the fields Service Category Catalog, Service Category and case Category (in that order) in your report view and the selection. Please make sure you set variables in these selection parameters.

A chart display is usually not feasible for such a view layout and we would recommend to use the table instead.

2693915 - Reporting on Ticket, Service Categories and Service Catalogues

report, business analytics, report chart, axis description, show value, service category, categories, catalog, catalogue, case, cause, object , KBA , LOD-CRM-SRP , Service Request Processing , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem

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