SAP Knowledge Base Article - Public

3088269 - Multiple Products with the same Serial ID Added in Service Ticket


You notice that it is possible to add multiple products with the same Serial ID in a Service Ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any Ticket ID.
  4. Navigate to Products tab.
  5. Add the same product, with the same serial ID multiple times.
  6. See the system allows it.


This is the system standard behavior.


Since the change of this feature would result in compatibility issues in the system, a possible approach to prevent this behavior, would be to implement a custom PDI solution.


Product, Products, Serial ID, Ticket, Service Ticket, Multiple Times, Multiple Products, Same, C4C, Service, Cloud for Customer, , KBA , LOD-CRM-SRP , Service Request Processing , How To


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