Service Work Ticket form template not available for selection when generating summary.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view.
- Open ticket ABC (ABC represents the ticket ID).
- Click Actions > Generate Summary.
- Observe that only Service Request template can be selected.
In service scenarios, there is only one master template belonging to service request form template group. This is the template that is picked for both service tickets and service work tickets. Service Work Ticket template group is not used for service scenarios.
Note: form templates for tickets are picked from Administrator - Form Template maintenance.
Use Service Request template for both ticket types. You can also adapt Service Request template in Form Template Maintenance.
Help Portal Documentation: Solution Guide for SAP Service Cloud - Ticket Summary Reports
service, service request, ticket, template, form, master template, form template, form template maintenance, summary , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-TMP , Template , Problem