Symptom
You want to know how Document Language is determined in the ticket overview screen
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to Service Work Center
- Go to Tickets view
- Open any ticket
- Document Language is determined as X in the Overview(X is the Language)
Resolution
Document language is determined automatically during ticket creation in the system. To determine the document language for a ticket, the ticket's customer details are used.
- If the customer is of type 'Account', then the document language determined will be the language of Contact associated with that account and ticket.
- If the customer is of type 'Individual Customer', then the document language determined will be the language of the Individual Customer.
See Also
Keywords
Ticket, document langauge, summary, account, contact, individual customer , KBA , LOD-CRM-SRP , Service Request Processing , Problem
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions