Symptom
When creating a Ticket, the Notes facet is not displayed by default. It only gets displayed after the Ticket is saved/created.
Environment
SAP Cloud for Customer
Cause
By standard, the system only allows the user to add a description during the Ticket creation, this was designed in order for the agent to quickly add details about the description of the issue.
Notes can only be added later on (after the ticket gets saved), so the agent can add internal details to organize his work.
Resolution
This is the standard behavior of the system.
If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.
Keywords
Employee; Details; Not Visible; , KBA , LOD-CRM-SRP , Service Request Processing , How To