3668530 - Sales Order Item field not auto-populated when creating a Ticket from Sales Order Item

When creating a Ticket directly from a Sales Order item, the field "Sales Order Item" is not automatically populated.

SAP Cloud for Customer

1. Navigate to Sales Work Center > Sales Order.
2. Open a Sales Order.
3. Go to the Products tab.
4. Select a Product line item > Click on More > New Ticket.
5. Save and open the Ticket.
6. In the Ticket, observe that the "Sales Order Item" field in Additional Information is not populated.
7. Navigate to the Items facet of the Ticket and observe that the product is populated.

This is standard system behavior.

• Users can manually select the Sales Order Item value using the value help available in the Ticket creation screen.
• Once the Ticket is created, the field is no longer editable. It can only be edited on Ticket creation screen.

• KBA 3280994 - Unable to Edit Sales Order and Sales Order Item in Tickets 

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