Symptom
On searching a ticket id in the basic search, it is showing more than one records.
Environment
SAP Cloud for Customer.
Reproducing the Issue
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Go to the Service work center.
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Go to the Tickets view.
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Using the drop-down option select query as All Tickets.
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In the basic search enter NNN (where NNN represent the ticket id) and click on go button.
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You can see it shows only 1 record with ticket id NNN.
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Now clear the basic search and enter NNN1 (where NNN1 represent another ticket id) in basic search.
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You can see it also shows tickets id e.g. NNN2 (where NNN2 represent unexpected ticket id) along with ticket id NNN1.
Cause
The basic search includes several fields as part of search scope.for e.g. one such field is Text/Content/Description.So there could be the reason ticket id NNN2 which is also listed is having text/content etc. as NNN1 within it.
Resolution
This is an expected system behavior.
Keywords
Basic search , Ticket Id , KBA , text , ticket description , incorrect records , 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