3660297 - Missing extended fields in xml for ticket data extraction

The XML data extracted for a specific ticket does not include the required extended fields.

SAP Cloud for Customer

1. Extract the XML data for a specific ticket using the backend process.
2. Verify the XML file for the presence of required extended fields, some of them are missing.

Fields are not maintained with correct property

• For PDI fields, check the "Identifier Description Data Field" property in the UI designer for the specific screen.

1. Navigate to the UI designer.
2. Locate the screen where the issue occurs.
3. Verify the data binding for the field description.
4. Check the Data Model and ensure the binding path is correctly configured.
5. If the "Identifier Description Data Field" is empty, configure it appropriately.

• For other fields:

1. Start Adaptation Mode
2. Access the edit field page and check Form template.
3. Enable the field as "Field available"
4. Save the changes and validate the XML data extraction again.

• Refer to: How to extract the XML for a document from the backend.

xml file, extended fields, C4C, ticket xml extraction, identifier description data field, adaptation mode, xml data binding, output forms configuration , KBA , LOD-CRM-SRP , Service Request Processing , How To