3536166 - Case Charts "Cases by Category (Top 5)" Do Not Show Newly Created Service Catalog Names

• In the Cases by Category (Top 5) chart, newly created or updated Service Catalog category names do not display as expected.
• Administrators report that after modifying category names and descriptions, the chart still reflects the previous category names and descriptions rather than the updated versions.

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

1. Navigate to the Cases work center.
2. Select Show Charts to view the Cases by Category (Top 5) chart.
3. Compare the displayed category names with the newly created or updated Service Catalog names.

• This behavior is by design.
• The Cases by Category (Top 5) chart displays data based on case records.
• Cases created prior to changes in the Service Catalog retain the original category names and descriptions as they existed at the time of case creation.
• As a result, older cases will not reflect newly updated catalog names or descriptions in the chart.

To address the display of updated Service Catalog names in the Cases by Category (Top 5) chart:

• Inform users: The chart does not automatically refresh to show new or updated category names for cases created before the changes in the Service Catalog.
• New cases or updates: Updated category names will appear in the chart only when:
  • New cases are created using the updated categories.
  • Existing cases are edited to include the new categories.
• Gradual update: As more cases adopt the new categories over time, the updated names will progressively appear in the Cases by Category (Top 5) chart.

Cases by Category Chart, Top 5 Categories Chart, Service Catalog, Category Names Update, SAP Service Cloud Chart Display

SAP Sales Cloud, SAP Service Cloud, Category, Description, Update, Issue. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem