SAP Knowledge Base Article - Public

2873243 - External ID Not Available During Ticket Creation

Symptom

You would like to add the External ID field to the ticket creation screen via the Adaptation Mode, however, you are not able to find the field in the available fields list.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Click + to create a new ticket.
  4. In the top right corner of the screen, click user options.
  5. Click Start Adaptation.
  6. Navigate to the screen and access the fields list.
  7. See that the External ID field is not available.

Cause

The External ID field is currently not delivered as standard to be added in the ticket creation screen.

Resolution

This is the system expected behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

Ticket; Service; C4C; Cloud for Customer; External ID; Customer Field; New; Adaptation; , 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