SAP Knowledge Base Article - Public

2917573 - Skills Tab is not visible in Ticket item


You have added Skills tab in the ticket Item using adaptation, still it is not visible for users


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets View
  3. Open Ticket 123(where 123 is the Ticket ID)
  4. Navigate to Items tab
  5. Select an item ABC(where ABC is Item name) which contains the Skill configured for it
  6. There is no Skills tab visible


Relevant scoping question to enable Skill feature is not active in the system


For the functionality to be enabled, you need to ensure the scoping question is selected by following the steps below

  1. Go to Business Configuration work center
  2. Go to Implementation Projects view
  3. Identify the relevant project and select it
  4. Select Edit Project Scope
  5. Navigate to step 4 Questions using the guided activity
  6. Select the element Service
  7. Go to sub element Customer Care and select Service Request Management
  8. Under Questions for Service Request Management, find for Skills Functionality
  9. Here you will see that the question "Do you want to enable Skill Functionality in Ticket?"
  10. Select the relevant question and save the project

Once the above question is scoped skills will be available in the item facet of tickets


Skill, ticket, item, adaptation, KUT, scoping , KBA , skill , ticket item , LOD-CRM-SRP , Service Request Processing , Problem


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