SAP Knowledge Base Article - Public

3457844 - When opening the Kanban view in the Case Object List the filter always default to the same case type

Symptom

When opening the Kanban View in the Case Object Work List (OWL), the default case type always defaults as the predefined filter.

Environment

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

Reproducing the Issue

  1. Open the case list
  2. Click the "Kanban" button
  3. Noticed the a particular Case Type is set as the default filter value

Cause

  • A case type filter is mandatory for Kanban View
  • For this reason, a default filter is automatically set

Resolution

  • By design, the system will use the first active case type defined
  • User can then select the filter and select the desired case type filter if the default one does not meet their needs

Keywords

Kanban View, Case Object, Work List, OWL, Default Case Type, Predefined Filter, Issue , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0