SAP Knowledge Base Article - Public

3719796 - Missing Categories in Catalog Category Hierarchy – Only 30 Values Displayed although more have been defined

Symptom

  • For example, when creating or editing a Case, Interactions like Phone, Chat etc, the system does not display all categories configured in the assigned Category Catalog. 
  • Example (dummy data):
    • Case Type: Premium Support Request
    • Category Hierarchy: Service Request
         └── Hardware
                └── Laptop Series X
                       └── [Multiple Subcategories]
    • Under “Laptop Series X”, more than 40 subcategories are configured in the Category Catalog.
  • Observed Behavior:
    • Only the first 30 subcategories are shown in the dropdown.
    • The remaining configured subcategories are not visible in the initial list.
    • Users may assume categories are missing from the system.

Environment

  • SAP Service Cloud Version 2
  • SAP Sales Cloud V2

Reproducing the Issue

  1. Access the tenant with any valid user.
  2. Navigate to the Cases entity.
  3. Create a new Case or open an existing Case for modification.
  4. Set the Case Type to “Service Request” -> Hardware -> Laptop Series X -> Drop-Down only shows a max of 30 entries, even when 40 records have been maintained.

Cause

  • This behavior is as designed.
  • The value help (dropdown) retrieves only -> top = 30 entries.
  • Reason:
    • To maintain UI performance and response time, the system limits the dropdown result set to 30 records.
    • This prevents:
      • Performance degradation
      • Excessive data loading
      • UI rendering delays

Resolution

  • Instead of scrolling through the dropdown list:
    • Use Type & Select (search-in-field functionality)
    • Start typing part of the subcategory name
    • The system will filter and retrieve the matching category, even if it is beyond the first 30 entries
  • This ensures:
    • Faster selection
    • Better usability
    • Access to all configured subcategories
  • If you require the dropdown to display more than 30 entries by default, this is considered a new requirement.
    • You may submit the request via SAP Customer Influence: https://influence.sap.com/sap/ino/#/campaign/3766/ideas
    • SAP reviews requests based on votes and feasibility.
      • Approved features may be added to future SAP roadmaps.
      • For all roadmap features, visit SAP Roadmap Explorer.
      • Please note that any forward-looking roadmap item is subject to change, and timelines are tentative.
      • Updates will be shared via What’s New documentation when available.

See Also

Keywords

missing categories, case category catalog, category hierarchy, subcategories not visible, only 30 values displayed, dropdown limitation, value help top 30, case type category determination, SAP Service Cloud Version 2, category retrieval limit, category filtering issue, type and select search, category tree truncation, case management configuration, catalog visibility issue , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-SCA , Service Catalog for SAP Sales/Service Cloud , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , CEC-CRM-AD , Agent desktop - live channels , Problem

Product

SAP Service Cloud Version 2 all versions