3504074 - Sales Office in Ticket not Editable

You notice that the sales office field in the integration section of the ticket is not editable.

SAP Cloud for Customer

1. Go to the work center Service, view Ticket.
2. Open a ticket.
3. In the Overview, scroll down to the Integration section.
4. The Sales Office field is not editable even if you go into edit mode.

The "Sales Office" field depends on the sales data determined in the ticket. 

To better understand how the sales data is determined, we would suggest to check the following blogs:

https://community.sap.com/t5/crm-and-cx-blogs-by-sap/overview-on-party-determination-and-involved-parties-in-sap-cloud-for/ba-p/13310386

https://community.sap.com/t5/crm-and-cx-blogs-by-sap/combined-sales-area-determination-in-c4c-sales-transactions/ba-p/13204049

Note the relevant business configuration scoping question: Edit your project scope > Go to step 4 - Questions > Service > Customer Care > Service Request Management > Do you want to enable users to default and specify, per ticket, a predetermined combination of sales organization, distribution channel and divison?

Also note the party determination settings in the business configuration activity "Tickets for Customer Support" > Maintain Involved parties.

The logic you maintain in these settings will impact the sales unit, which in turn impacts the sales office.

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