SAP Knowledge Base Article - Public

3450997 - Registered Product is Missing from Help Values During Case Creation


  • The Registered Product(s) are absent from the help values, complicating the case creation selection process.
  • During case creation, registered products fail to associate with the corresponding account, despite the presence of an associated account listed under the Involved Parties, which also has the same registered product associated with it.


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

Reproducing the Issue

  1. Access Service Cloud V2.
  2. Navigate to the Cases section and initiate the creation of a new case.
  3. Complete all mandatory fields within the case form.
  4. Proceed to the Registered Product section and perform a search.
  5. Note that the search result may either be empty or the expected value may not be returned.


  • Registered Products are initially filtered by the associated account during case creation, adhering to the system's design.
  • The system is functioning according to its intended design.
  • Any discrepancies or misunderstandings likely stem from user interpretation rather than system errors.


  • Users can access Registered Products not directly linked to the account by unchecking the "Related to Account" toggle button.
    • This action expands the search scope, enabling users to select Registered Products regardless of their direct association with the account.
  • Confirm that the Registered Products in question are correctly associated with the relevant accounts.
    • Ensure that the association between Registered Products and accounts is accurately reflected in the system.
    • There must be a direct Account/Register Product association, not indirect as in the case where the association is via "Involved Parties" relationship is supported


RP, IB, IP, registered products, installed base, installation point, case, involved parties, wrong registered product, Service Cloud V2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0