SAP Knowledge Base Article - Public

2988309 - Service Ticket Opening in Edit Mode


You would like to understand the reason on why tickets are opening in edit mode.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Select and open any ticket.
  4. See the ticket opens in edit mode.


This behavior happens when there is a modify action getting triggered from UI in the Business Object.


This is achieved when the agent adds an Embedded Component (EC) in the UI and set the flag Work Protect Relevant as True for a field, under Data model and Properties.

When the EC is added, if there are any data defaulting operations performed during the load of EC, it will cause a modify on the Business Object, making the ticket opening in edit mode.


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