SAP Knowledge Base Article - Public

3564051 - Category Levels not editable during Case Creation in SAP Service Cloud Version 2

Symptom

  • An inconsistency occurs while adding Category Level 1, Category Level 2, Category Level 3, and Category Level 4 during case creation in SAP Service Cloud Version 2. Specifically:
    • The fields for these categories are not editable during the case creation process.
    • After the case is created and subsequently opened, the fields become editable.
    • No fields related to the categories are displayed in Adaptation Mode during case creation.

Environment

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

Reproducing the Issue

  1. Navigate to the Case Work Center in SAP Service Cloud Version 2.
  2. Click Create to initiate a new case.
  3. In the New Case screen, attempt to add Category Level 1 to Category Level 4.
    • Observe that the fields for these categories are not editable.

Cause

Missing configuration

Resolution

To make the categories visible and editable in the Quick Create screen, ensure that the Case Type used has a catalog assigned.

  1. Navigate to Settings → Case Types.
  2. Open the relevant Case Type.
  3. Create a New Version of the case type.
  4. Under Catalog, assign the desired catalog to the case type.
  5. Save the changes and restart the session.
  6. Retest to confirm the categories are now visible and editable during case creation.

Keywords

SAP Service Cloud Version 2, Case Creation, Category Levels, Adaptation Mode, Catalog Assignment, Case Type, Editable Fields, Quick Create, New Case Screen, SAP Sales Cloud Version 2, case categories, cannot edit , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Service Cloud Version 2 all versions