3729787 - Ticket Skills Data Source Shows Only One Skill Instead Of All Skills

All skills from the ticket are not showing in Design Data Source

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to Tickets work center view.
3. Open a ticket that has multiple skills maintained in the Skills tab.
4. Go to the Business Analytics work center.
5. Open the Design Data Source work center view.
6. Open the standard data source “Ticket Skills”.
7. Filter for the ticket and include fields such as Skill, Skill ID, and Ticket ID.
8. Run the preview and observe that only one skill is returned instead of all skills maintained in the ticket.

• This is expected behavior: the analytics framework does not expose the full multi-value SkillsCollection for tickets in the “Ticket Skills” data source.
• Due to this technical limitation on multi-valued associations, only a single value (often the first/primary skill) is extracted per ticket.

1. Acknowledge that the “Ticket Skills” data source returns only one skill per ticket by design.
2. For analyses that require the full list of skills (without ticket context), use the “Skills Union MDAV” data source.
3. Be aware that other extraction options (for example, Data Workbench and OData collections) follow the same 1:1 ticket-to-skill linkage and do not return multiple skills per ticket.
4. If end-to-end reporting requires all skills together with ticket information, consider submitting an enhancement request via the Influence Portal.

Refer to: Influence Portal (submit enhancement request)

Refer to: Community: Item SkillsCollection not filled in events

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