SAP Knowledge Base Article - Public

2860443 - An Attachment Gets Copied from the Sales Order to a Ticket

Symptom

On creating ticket from sales order, an attachment of sales order is available also in the ticket.

Environment

SAP Cloud for Customer .

Reproducing the Issue

  1. Go to the Sales work center.
  2. Go to the Sales Order view.
  3. Click on the New button, enter all mandatory fields and Save and Open it.
  4. In the newly created order LMN (where LMN represent the order created), go the an Attachments facet.
  5. Click on New and add the local file as an attachment and save it.
  6. Now go to the Tickets facet of sales order LMN.
  7. Click on the New button and create ticket reference to order LMN.
  8. Save and Open ticket PQR (where PQR represent the ticket name).
  9. Go to the Attachments facet of ticket PQR.
  10. You can see the attachment from order LMN is copied as an attachment in ticket PQR.

Cause

If the local file is attached as an attachment in sales document i.e. sales order, then it bydefault gets copied also in follow-up ticket document created from it.

Resolution

An attachment gets copied from sales order to ticket is an expected system behavior.

Keywords

Attachment , Local File , KBA , sales order , ticket , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions