SAP Knowledge Base Article - Public

3429967 - Parent Case Display ID Column is Not Clickable to Open Parent Case Quick View

Symptom

You notice that the column Parent Case Display ID in the case work list does not have a hyperlink that can be used to open the quick view of the parent case.

Environment

SAP Service Cloud Version 2.

Reproducing the Issue

  1. Navigate to Cases work list.
  2. Find the column Parent Case Display ID.
  3. See the data is not on a hyperlink format and it does not seem to allow the quick view of the parent case to be opened by clicking on it.

Cause

The Parent Case Display ID column is in fact clickable and it opens the Quick View of the parent case, although the values look like a regular text field rather than a hyperlink.

Resolution

The column is not a hyperlink visually but it is current clickable to open the Quick View of the parent case, and if required, the Detail View can be opened from the quick view as well.

Keywords

Quick View, Detail View, Cases, Case, Case Work List, Work List, Column, Parent Case, Parent Case Display ID, Display ID, ID, Click, Hyperlink, Open, Link, SAP Service Cloud Version 2, , 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 ; SAP Service Cloud Version 2 all versions