SAP Knowledge Base Article - Public

2838489 - On Updating the Service Technician in Ticket, it is not Reflected in the Changes log


Any change on service technician is not showing in the changes facet of ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for ticket LMN (where LMN represent the ticket id) and open it.
  4. Go to the Items facet.
  5. Edit the ticket LMN and go to Item/Product section.
  6. Select the line-item and go to General Data detail section for this line-item.
  7. Change the value for service technician and save ticket LMN.
  8. Go to the Changes facet and click on Go button.
  9. The recent change made on service technician is not showing in changes log.


Not all fields on Tickets generate Change Logs. Service Technician and Dates on the Timeline section are some examples.


This is expected system behavior in the current release of SAP Cloud for Customer. By standard not all changes are stored in the Tickets Changes Facet, this is because every single change in the Business Object results in multiple changes at the backend.

To keep the information clear and visible only specific fields and the past ones requested via Influence page (based on customer demands) are visible .

If you would need the Service Technician changes to be visible, then please perform one of the following steps:

This is the current expected behavior of SAP Cloud for Customer.

1.  If you are a partner: please use or the Partnerfinder.
2.  If you are a customer:

    1. Contact your Account Executive;
    2. Check the link

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.


Service Technician ,Change log , KBA , ticket item , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins 1908 ; SAP Cloud for Customer add-ins 1911