Symptom
When creating a Ticket directly from a Sales Order item, the field "Sales Order Item" is not automatically populated.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Sales Work Center > Sales Order.
- Open a Sales Order.
- Go to the Products tab.
- Select a Product line item > Click on More > New Ticket.
- Save and open the Ticket.
- In the Ticket, observe that the "Sales Order Item" field in Additional Information is not populated.
- Navigate to the Items facet of the Ticket and observe that the product is populated.
Cause
This is standard system behavior.
Resolution
- 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.
See Also
- KBA 3280994 - Unable to Edit Sales Order and Sales Order Item in Tickets
Keywords
sales order item, ticket creation, sap service cloud, additional information, manual selection, standard system behavior, value help, sales order, items facet, sales work center, sap influence portal, field binding, ticket creation screen, sales order item field, auto-population, sap cloud for customer , KBA , LOD-CRM-SRP , Service Request Processing , LOD-LE-CQP-CO , Lean Sales Orders , Problem
Product
SAP Cloud for Customer core applications all versions
SAP Knowledge Base Article - Public