2751146 - An Editing the Notes in the Ticket's Notes Facet is not Possible

In the Ticket, it allows only to add new note but not editing of an existing note.

SAP Cloud for Customer .

1. Logon in your system using RUI.
2. Go to the Service work center.
3. Go to the Tickets view.
4. Search for ticket ABC (where ABC represents the ticket id) and open it.
5. Go to the Notes facet .
6. Click on the edit icon, which makes the Notes section editable and new note can be added.But already existing notes can not be edited .
7. Secondly if you click on an Action->Add Internal Note, it open the window for adding new internal note which is blocking the screen.

The tickets notes facet only allows to add new note, but not editing of existing note.

The new note can either be added via edit option making the edit section directly editable or via clicking Add Internal Note which open new window for maintaining new note.

There is no possibility to edit existing note in either way and this is an expected system behavior.

Refer also help center document :About the What's New Document ->Notable Changes.

Ticket , Notes facet , KBA , LOD-CRM-SRP , Service Request Processing , How To