2817086 - Unable to Open any Ticket in Fiori

While trying to open a ticket in RUI, you are receiving a dump as Error: ControlFactory-Exception for element 'View' - ControlFactory-Exception for element 'PaneContainer' - ControlFactory-Exception for element 'GridLayout' - ControlFactory-Exception for element 'PaneContainer' - ControlFactory-Exception for element 'CustomPane' - ControlFactory-Exception for element 'CustomPane' - Cannot read property 'layout' of undefined

SAP Cloud for customer

Go to Tickets Work Center View and open any ticket. You receive an error message "Exception Occurred"

This issue occurs because you have the 'Open HTML layout in Fiori' switched on.
 
When you enable this feature, there are a series of steps you must follow to have it working.

Please follow the below steps:

1. Hide the Feeder Control on the Overview tab.
2. Hide the Interaction Control on the Overview tab.
3. Hide the Interaction tab.
4. Hide old Document Flow tab.
5. Add new Document Flow tab.
6. Add the New Interactions tab.

You can now turn on the option in the Ticket Configuration to show the HTML5 Ticket screen in FIORI.

Administrator-> Service & Social-> Ticket -> Ticket Configuration

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