3409339 - Not able to create a new case (From Agent Desktop or the Case UI) - Case Create Screen is Blank

• Symptom 1: Unable to Initiate Case Creation (Case Create Screen is Blank)

  • Description: Users are encountering difficulty initiating the creation of a new case through both Agent Desktop and Service Cloud interfaces.
  • Observation: The expected screen for case creation is not accessible, hindering the process.

• Symptom 2: Missing Sections in Case Creation Screen

  • Description: The case creation screen is experiencing a crucial issue, as essential sections are absent.
  • Observation: Users are unable to create new cases due to the absence of vital sections required for input and data entry.

• SAP Sales Cloud Version  2 1.0
• SAP Service Cloud Version 2 1.0

• Access the Appropriate Tenant: Begin by connecting to the relevant tenant in the system.
• From Agent Desktop Scenario:
  1. Open the Agent Desktop interface.
  2. Perform a search to locate and confirm the relevant Business Partner.
  3. Navigate to the Customer Hub within the system, if it is not already opened.
  4. Within the Customer Hub, click on the 'Create' option and select 'Case' from the dropdown.
  5. Observe Missing Form: Upon selecting 'Case,' note that while the Case tab opens, the corresponding form is inexplicably missing.
• From Case Work Center
  1. Go to the Case Work Center
  2. Click on the "+" button
  3. The Quick Create Pop-Up opens but nothing loads

Missing configuration

• Ensure your system has Case Types defined. Please refer to KBA 3246216.
• If you have cases defined, then please ensure the General section is present via Adaptation Mode
  1. From the AD screen, go to the User Profile -> Start Adaptation
  2. If the Section does not exist, click the + sign -> Manage Section -> + sign
  3. Under Search, click on General (+)
  4. Click Apply
  5. Click End Session and retest.

• KBA 3246216 - How To Create a New Case Type in SAP Service Cloud Version 2 
• Use Case Types
• Adaptation

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