SAP Knowledge Base Article - Public

3369152 - How To Remove Related Entities from Cases

Symptom

You added a related entity (Registered Product, Installed Base or Installation Point) on one of your cases, and you are unable to find an option to remove it.

Environment

SAP Service Cloud Version 2.

Reproducing the Issue

  1. Navigate to the Cases work center.
  2. Open any case.
  3. Navigate to Related Entities tab.
  4. See you have objects added here, but there is no visible option to remove them.

Resolution

In order to remove a related entity from a case, you can follow the steps below:

  1. On the Related Entities tab, click on the Magnifying Glass icon respective to your object.
  2. On the Pop-up that will be opened, uncheck the Related to Account checkbox, to make sure you see all entries.
  3. Find the same object that is already added to the case.
  4. Click on the icon to remove it (the same icon you click to add it).
  5. Close the pop-up.
  6. See the object will be removed from the case.

Keywords

Case, Cases, Case Management, Entity, Related Entities, Related Entity, Registered Product, Registered Products, Installed Base, Installation Point, Remove, Delete, How To, Exclude, SAP Service Cloud Version 2,  , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-IP , Installation Points for SAP Sales/Service Cloud , CEC-CRM-IB , Installed Base for SAP Sales/Service Cloud , CEC-CRM-RPD , Registered Products for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions