3557361 - When Previewing or Generating Summary for Tickets, You Receive an Strange Behavior

When you Preview or Generate Summary for Tickets, the same keeps loading forever or just opens a new system tab, going back to Home page.

SAP Cloud for Customer

1. Go to Service work center.
2. Go to Tickets view.
3. Open the required Ticket.
4. Go to Generate Summary or Preview.
5. The system keeps loading forever or a new system opens in a new tab, on the Home page.

Usually, one of the causes can be the XML size being generated.

The recommendation is to have as maximum size around 10MB.

To check the size, you can follow the below steps:

1. Open the mentioned Ticket.
2. Go to Timeline.
3. Open one of the emails.
4. Go to Attachments tab.
5. There, see the size of the files.

Now, you can repeat for each email and add the total of Attachments sizes.

Also, under the Ticket itself, you can check the Attachments tab, for any files over 10MB.

This is the current expected behavior of SAP Cloud for Customer.

If you would like to suggest a change to this behavior, please submit your idea at the respective SAP Influence page:

• SAP Sales Cloud
• SAP Service Cloud

Please note that it is not possible for our Support Team to provide you additional information regarding the availability of this feature in a future release.

KBA , LOD-CRM-SRP , Service Request Processing , Problem