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

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