SAP Knowledge Base Article - Public

2888739 - Related Ticket Copying the Main Serial ID

Symptom

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

When a Related Ticket is being created from an Existing Ticket, his Items are displaying the Serial ID Marked with the Main Indicator (from the Item Registered Product).

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Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the Ticket Subject).
  4. Go to the Items tab and verify the Items Serial IDs.
  5. Now go to the Related Items tab.
  6. Click on More and Select Ticket.
  7. Save the new Ticket.
  8. Go to the Items tab, the Serial ID being displayed for the Items is the Serial ID that is marked with the Main Indicator within the Item Registered Product.

Cause

The Item will always be linked to the Main Serial ID of the Registered Product.

Resolution

This behavior is correct and it is based on how the C4C logic was designed.

Keywords

Item; Copy; Serial ID; Different; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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