Sales Order and Sales Order Item fields are not editable once Tickets are created.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Open the Ticket 123 (Where 123 refers to the Ticket ID).
- Go to the Overview tab.
- Click Edit.
- Edit Sales Order and Sales Order Item in Additional Information.
Result: Unable to edit these fields.
Sales Order and Sales Order Items fields in ticket are available to associate sales orders to tickets. In cases, where tickets are created out of sales orders, these fields can be used to link them. However, these fields cannot be changed after tickets were created and this is expected system behaviour.
This is the expected system behavior.
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Sales Order, Sales Order Item, cannot edit, not editable , KBA , LOD-CRM-SRP , Service Request Processing , Problem