SAP Knowledge Base Article - Public

3430583 - Not able change the order from the interaction log

Symptom

User is unable to rearrange field order in the Interaction Log using Adaptation

Environment

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

Reproducing the Issue

  1. Access the Agent Desktop.
  2. Open a Business Partner (BP).
  3. Navigate to Profile and select Start Adaptation.
  4. Try to move the fields up or down, but encounter difficulty in doing so.

Resolution

  1. Access the Agent Desktop.
  2. Open a Business Partner (BP).
  3. Navigate to Profile and select "Start Adaptation".
  4. Find the section you would like to modify.
  5. Click on the Pencil icon (✏️) next to the section.
  6. Locate the block of dots next to the field.
  7. Hover your mouse over the object until you see a four-sided arrow.
  8. Press and hold the left mouse button, then drag the field to move it.

Keywords

Adaptation, AD, re-arrange fields, Service Cloud V2 , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0