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SAP Knowledge Base Article - PublicSymptom
When opening a Case, you notice that the field Main Case is Grayed Out and not editable.
Environment
SAP Cloud for Service V2
Cause
This happens as soon as the Main Case is linked to a Sub Case, to make sure no other layers are mixed.
By default the system only allows one level of Cases and Sub Cases to be maintained.
Resolution
System standard behavior.
Keywords
Hierarchy; Level; Tickets; , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To
Product
SAP Sales Cloud and SAP Service Cloud Version 2 all versions
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