SAP Knowledge Base Article - Public

2786549 - The Tickets Approval Note is not Saved


Even after a save message is trigger, the approval note of ticket is not reflected in note history.


SAP Cloud for Customer.

Reproducing the Issue

  1. Logon in RUI.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Search and open ticket LMN (where LMN represents the ticket name) .
  5. Go to the Approval facet and click on the Edit button.
  6. Maintain the Approval Note .
  7. In the Approval Process section, click on action approve .
  8. It triggers message as Your Entry is Saved.
  9. On refreshing the screen, you can see added approval note is not available in the Note History section.


If you want the note to be visible in note history, you need to click on save button not just action approve under the approval process section.


The Note History will show the approval note on clicking save button and this is an expected system behavior.


Approval Note , Tickets , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1902 ; SAP Cloud for Customer add-ins 1905