SAP Knowledge Base Article - Public

3712370 - Ticket Type Drop Down Values Mismatch in Advanced Filters for Sub-Tickets and Main Tickets in SAP Cloud for Customer Core Applications

Symptom

In sub-tickets, the Ticket Type dropdown values available in the advanced filters do not match the Ticket Type dropdown values available in the advanced filters for main tickets.

Environment

SAP Cloud for Customer

Reproducing the Issue

1. Log in to SAP Cloud for Customer (C4C).

2. Navigate to the Service Ticket work center.

3. Open any parent ticket.

4. Go to the Sub-Tickets facet/tab.

5. Click Add → Select Ticket.

6. In the ticket selection screen, open Advanced Filters.

7. Click on the Ticket Type dropdown.

8. In a separate session or tab:

Navigate to Service Ticket → All Tickets

Open Advanced Filters

Open the Ticket Type dropdown.

Result: The Ticket Type values available in Advanced Filters for Sub-Tickets do not match the Ticket Type values available in Advanced Filters for All Tickets.

Cause

The advanced filter options for Ticket OWL and Sub-ticket facet are based on two different UI component paths:  

  • Ticket Type (Ticket): BYD_COD/ServiceOnDemand/SEOD_Ticket_SADL_OWL.OWL.uicomponent
  • Ticket Type (Sub-ticket): BYD_COD/ServiceOnDemand/SEOD_Ticket_SADL_OVS.OVS.uicomponent

Because these components use different paths, some field details and values may vary between Tickets and Sub-tickets.

Resolution

If you require the same number of values and identical values for the Ticket Type field in both the ticket and sub-ticket advanced filters, these values must be maintained in the corresponding UI components.
To achieve this, you may choose one of the following options:

Raise a request via the SAP Influence Portal, or
Implement the required changes in the custom layer based on your business requirements.

See Also

 Advanced Search Is Not Displaying All Ticket Status After a Value Selection

1515837 - How To: Enhancement Request Process using the Customer Influence and Adopt site - SAP for Me

Keywords

Ticket Type Mismatch, Sub-Tickets, Advanced Filters, SAP Cloud for Customer, UI Component Paths, Ticket OWL, Sub-Ticket Facet, Field Values, SAP Influence Portal, Custom Layer , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions