SAP Knowledge Base Article - Public

3601576 - Field Values in Object Category Wrong During Ticket Creation

Symptom

Wrong object category values offered when creating a ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the work center Service, view Tickets.
  2. Create a new ticket.
  3. Open the value help for the object category.
  4. There are too many categories listed here, including categories of a different type.

Cause

Service, incident and object categories have a parent-child relationship. You can view this relationship in your catalog, for example:

  • Service category
    • Object Category
      • Incident Category

When you select categories during ticket creation, the selection will be limited according to the categories you have already selected.

Resolution

If you select the service category 123 first, the value help will show you all categories under that service category. 

But without any selection on the parent categories, the selection will be unrestricted.

Keywords

service categories, object categories, incident categories, value help wrong, ticket, service, service catalog , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions