SAP Knowledge Base Article - Public

3480685 - Notes Are Not Visible In Ticket Summary


You are not able to see the Ticket notes in Ticket Generation or in Preview. While generating the Summary


SAP Cloud for Customer core applications

Reproducing the Issue

  1. Go to Service Work Center.
  2. Go to Tickets Work Center view.
  3. Go to XYZ ticket ID (XYZ is the ticket ID).
  4. Click on Actions button. 
  5. Under Drop Down click on Generate Summary.
  6. Under Select Form template dropdown select Form Template.
  7. Under select Signature Type dropdown select Signature Type.
  8. Do the signature (In the signature section).
  9. Then click on Preview or Generate.


The purpose of the Notes in tickets are used for internal communication between different agents and teams. That's why it is not available in the summary.


This is an expected behaviour.

Hence to change the behaviour you can use influence portal described below.  influence portal.

2531650 - New Customer Request for Additional Feature or Function in SAP standard software.

See Also


Ticket, Notes, Summary, Preview, Generate Summary,  , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2405