SAP Knowledge Base Article - Public

2779636 - Ticket Category Missing Inside Accounts

Symptom

You are trying to add the fields case Category, Service Category inside Accounts but the fields are not available.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Customer work center.
  2. Click in the Accounts view.
  3. Open the Account XYZ (XYZ represents the name of the Account).
  4. Go to the Tickets tab.
  5. Click on Adapt.
  6. Click on Edit Master Layout.
  7. Try to add the fields case Category and Service Category to the TI.
  8. Result: the fields are not available. 

Resolution

This is the current system behavior, the fields are not available in the current release of SAP Cloud for Customer.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

Keywords

Accounts ; Service Category ; case Category , KBA , LOD-CRM-ACC , Account , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions