3539405 - Screen Adaptations Not Propagating Across Case Types in SAP Service Cloud Version 2

• When making screen adaptations (e.g., hiding fields, reordering sections, or adding custom tabs) in the master layout of the case object, the changes do not automatically appear across the layouts of all case types.
• Customers expect that any changes applied in the master layout should automatically be reflected across all case types without needing to individually configure each case type's layout.

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

1. Open the Case OWL (Object Work List) and initiate a new case by clicking the "+" button.
2. Select a specific case type and observe that the master layout adaptations (e.g., hidden fields, reordered sections) are visible as configured.
3. Switch to a different case type.
4. Notice that the adaptations from the previous case type do not appear in this new case type.

This behavior is by design. UI adaptations in SAP Service Cloud are case-type specific. Consequently, adaptations applied to one case type do not carry over to others. Page layouts serve as an additional layer, allowing further customization within a case type based on business roles.

• No action is needed, as this is the intended behavior.
• To apply similar adaptations across multiple case types, adjustments need to be manually applied to each desired case type layout.

SAP Service Cloud Version 2, Screen Adaptations, Case Types, Master Layout, Case Object, Visibility, Adaptations, Layout Changes. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem