3384040 - Not Able To Select “Required” or “Display on Create” for Tickets - Groupware Server Side

Options "Required" and "Display on Create" are greyed out on the Profile tab for Tickets in Groupware Integration.

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

SAP Cloud for Customer

1. Open the E-mail Integration Work Center.
2. Open the Groupware Settings View.
3. Click in the Profiles Tab.
4. Open the Add-in settings.
5. Open Ticket and check for "Cause Category", "incident Category", "Object Category" and "Service Category" = All values are greyed out, you are not able to change them.
   
   

Fields without references are technical fields that come with C4C metadata and cannot be used for the Side-Bar.

The customer needs to use fields with ending (reference). For example, Service Category (Reference).
This is the expected system behavior.

Addon; Group Ware; Outlook; Integration; bar; Grey; , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , LOD-CRM-SRP , Service Request Processing , How To