SAP Knowledge Base Article - Public

2792188 - On Creating Sub Ticket, the Service Category is not Determine

Symptom

An error on service category field, when creating new Sub Ticket from an existing Ticket.

"Please enter another service category. 123 is not valid" 123 represents the ID of the Service Category.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Logon to Fiori Client.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Search and open ticket LMN (where LMN represents ticket name).
  5. You can see in ticket LMN, the service category is maintain as XYZ (where XYZ represents the service category name).
  6. Go to the Sub Ticket facet and click on the new button.
  7. In the New ticket screen, the service category as XYZ is not determined and an error as Entry XYZ not valid is trigger.

Cause

In the Sub Ticket, if you change the Ticket Type then the Service Category from existing Ticket LMN is not copied.

Resolution

The error will be trigger related to service category, if Ticket Type of new Sub Ticket is change and this is an expected system behavior.

Keywords

Sub Ticket , Service Category ; invalid ; service catalog ; case category ; problem category ; object category , KBA , LOD-LE-CSM-SIC , Service Issue Category , 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