2780294 - The Value Help of Incident Category Shows Incorrect Data

On creating new ticket, the value help of field case category does not show relevant data.

SAP Cloud for Customer.

1. Go to the Administrator work center.
2. Go to the Service and Social view.
3. Click on the hyperlink Service Category.
4. Search for catalog LMN (where LMN is the catalog id with status release and with latest version).
5. Open catalog LMN and click on View All button.
6. Expand the catalog LMN and select PQR (where PQR is process category) under which exist XYZ1(where XYZ1 is case category name).
7. There is category XYZ2(where XYZ2 represent another case category), which is not under the process category PQR.
8. Go to the Service work center.
9. Go to the Tickets view and click on the New button.
10. In the field name service category, maintain the value as PQR.
11. Now click on the value help of field case category .

You expect it should only show case category XYZ1, but is also showing case category as XYZ2.

The category XYZ2 is called independent category and always available for case category regardless how other categories are.If you do not want them to show up then it should be moved under other category type , for example. You can make XYZ2 as process category etc.

An independent case category will be shown in the value help of field case category while creating new ticket is an expected system behavior.

Incident Category , Service Category , Independent category , KBA , new ticket , incorrect category , LOD-CRM-SRP , Service Request Processing , Problem