SAP Knowledge Base Article - Public

3225323 - Actual Quantity field does not accept a zero "0" initial value, instead after saving the entry the value displays as a dash "-"


  • The Actual Quantity field for a Service Item displays a dash "-" instead of a 0 after initial save
  • Users are unable to change the value to "0" after the initial entry
  • In some scenarios, the customer needs to enter a value of "zero" 0, but the value is not accepted and it is then erased


  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales

Reproducing the Issue

  1. Go to Services -> Tickets
  2. Open or create a new ticket
  3. Go to Items
  4. Click "Add" to add a new product
  5. Enter the Product, Description, Plan Quantity with a value other than zero "0" and enter the Actual Quantity with "0"
  6. Click "Add" and then Save


  • Technically speaking, 0 is not a value that should be counted since the system will recognize it as null.
  • The system is working as designed


  • This is the standard behavior of the system.
  • On initial entry, the system will not display the zero "0" as a value if the value was null to begin with
  • If the original value entered was greater than zero "0", for example 1, then the system will allow the user to change the value to "0" sub-sequently since it now leaves the change optional
  • If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.
    • You can find more details about the services offered by Cloud Service Center. You can contact Cloud Service Center as follows:
      • Partners:use or the Partnerfinder
      • Customers:use the little blue box “Contact Us” shown on the very right-hand side of SAP Application Development site , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.
    • Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
    • An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

See Also

2669649 - Actual Quantity Setting the Status of the Item to Started


Actual Quantity field from a Service Item, Quantity, Products, , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2205