3661916 - Priority Low Displayed as Code 7 Instead of Expected Sequence

• Priority "Low" is displayed with code 7 in the Ticket Business Object OWL screen.

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

SAP Cloud for Customer

1. Go to Service Work Center (WC).
2. Go to Tickets Work Center View (WCV).
3. Observe the Priority column in the Ticket OWL screen displaying "7 - Low".
4. Click on Advance search.
5. Go to field "Priority"
6. The dropdown values of Priority field are seen as follows. 

• • 1 - Immediate
  • 2 - Urgent
  • 3 - Normal
  • 7 - Low

  Expectation: The value of priority "Low" is 7. This should be changed to expected sequence for example 4.

  

• The value for "Low" priority is predefined as 7 in the system.
• This value cannot be changed due to system design limitations.

1. Confirm that the code and value "7 - Low" is the standard system behavior.
2. If the display format is found to be confusing, consider changing the field to show only the value (e.g., "Low") instead of "code and value" by using Adaptation Mode.

Priority, Priority low, code 7, Ticket, OWL screen, Priority Sequence, Priority column, display format, OWL, Service , KBA , LOD-CRM-SRP , Service Request Processing , How To

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