SAP Knowledge Base Article - Public

3330781 - On Creating New Follow-Up Ticket, an Error "Please enter another service category" is Trigger

Symptom

When creating new follow-up ticket from an existing ticket, an error:Please enter another service category is trigger and service category value help do not show the category from an existing ticket.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open Ticket LMN (where LMN is the ticket id) of type T1 (where T1 represent ticket type).
  4. You can see ticket LMN is having the Service Category with value as XYZ (where XYZ represent service category name).
  5. The ticket LMN is created for the Catalog CA1(where CA1 represents catalog id )
  6. Go to the Related Items facet .
  7. Click on the More option and click on Create Ticket.
  8. In this new follow-up ticket screen, change the ticket type from T1 to T2 (where T2 represent another ticket type).
  9. You get an error as Please enter another service category. XYZ is not valid.
  10. Also when you click on value help of service category field in this follow-up ticket screen, you could not see service category value as XYZ.

Cause

  1. Go to the Administrator work center.
  2. Go to the Service and Social view.
  3. Click on the hyperlink Service Categories and open the Catalog Id as CA1.
  4. Click on the View All button, in the General facet under an Usage the Ticket Type as T2 is not added.
  5. This is the reason, when you change the ticket type of follow-up ticket to T2 it is no more considering the catalog id CA1. As a result it trigger's an error and also value help of service category do not show the category record with name as XYZ.

Resolution

This is correct system behavior.

Keywords

Follow-up ticket , Usage , Service Category , Related Items facet , KBA , please enter another service category , LOD-CRM-SRP , Service Request Processing , LOD-LE-CSM-SIC , Service Issue Category , Problem

Product

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