3573384 - When Using Dropdown a Incorrect Item Selection in Documents Occurs

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

When trying to add an Item within a Ticket, the system suggests multiple products, and upon pressing enter, the system selects the wrong item.

SAP Cloud for Customer

1. Navigate to the Service WC.
2. Open the Tickets view.
3. Choose a ticket from the list.
4. Switch to the Items tab within the selected ticket.
5. Click the "Add" button to add a new item.
6. In the "Product" field, type "XXX" to search for a product.
7. Observe that the dropdown menu shows multiple products.
8. Press enter.
9. Note that the system selects the incorrect product.

For this scenario, we are going to use two products as example.

Product A

• Name: NameA
• ID: XXX

Product B

• Name: XXXNameFromB
• ID: YYY

Now, if you search for "XXX" (which is the ID of Product A) and press enter, you will notice that Product B is selected instead of Product A.

This happens because the system prioritizes searching by the product Name before it looks for the product ID. Since Product B name contains "XXX", it gets chosen first.

Please refer to the following screenshot for a clearer understanding of the issue:

To avoid this scenario, Product B name should be updated to remove any reference to the ID "XXX" from Product A. This change ensures that "XXX" is associated only with Product A ID, eliminating any confusion with product names. This is the standard system behavior.

Type-ahead, Dropdown, Items, Products, ID, Name, Tickets, Wrong Product, Incorrect Selection , KBA , LOD-CRM-SRP , Service Request Processing , Problem