SAP Knowledge Base Article - Public

3701658 - Only Main Registered Product Is Displayed In Ticket Overview Facet

Symptom

When multiple registered products are associated with a single ticket, only one registered product is displayed in the Product section of the Ticket Overview facet, even though multiple products are visible in the Products facet.

Environment

SAP Cloud for Customer for core applications

Reproducing the Issue

  1. Go to the Service work center.
  2. Open the Tickets view and select a ticket.
  3. Navigate to the Products tab and confirm that multiple registered products are assigned to the ticket.
  4. Notice that one registered product is marked as Main.
  5. Switch to the Overview tab of the ticket.
  6. In the Product section, only the registered product marked as Main is displayed.

Cause

The Ticket Overview is designed to show only the Main Registered Product associated with the ticket. This ensures a clear and concise summary view while still allowing access to all associated products in the detailed Products tab.

Resolution

This is standard and expected system behavior in SAP Cloud for Customer.

Keywords

Main Registered Product, Multiple Registered Products, Ticket Overview Facet, Product Display in Ticket, SAP C4C Ticket Product Issue, Registered Product Visibility , KBA , LOD-LE-IBA-IPO , Installation Point , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions