3735626 - The {description/content} Field Can Not Be Used in Assignment Block for Determinations of the Case Service

You have noticed that the field {description/content} is not available for selection in the Assignment Block. While {description/noteId} is available, it does not accept a free-text value. Consequently, the case description text cannot be defaulted during Case creation.

SAP Service Cloud Version 2 

1. Click the Profile Icon.
2. Go to the System Settings > All Settings.
3. Open the Extensibility Administration.
4. Select Case Service > Case.
5. Go to the Determinations tab.
6. Click to Create a new Determination.
7. Attempt to set a value for description/content into the Assignment Block.
8. Observe that description/content is not selectable and assigning {description/noteId} with a text value does not work.

The behavior you are observing is expected based on the current Case data model and design.

In the Case Service, the Case description is not stored as a simple text field. Instead, it is implemented as an association to a Note entity:

• The Case field description holds a noteId reference.
• The actual textual content of the description resides in the Note object (for example, content).

Because of this design, {description/content} is not exposed in the Determination Assignment Block. 

The Determination framework only exposes attributes that belong directly to the Case entity. Since the description text is part of a separate Note entity, its content field is intentionally not available for selection in the Assignment Block.

Adding a description to a Case currently requires a two‑step process:

1. Create a Note instance

   • Use the Note API to create a Note with noteType = "S001" (Hyper Note).
   • Example API reference:
     https://api.sap.com/api/SalesSvcCloudV2_noteService/overview

2. Associate the Note with the Case

   • Pass the returned noteId into the Case’s description attribute to link the Note as the Case description.

Note Service API (Sales & Service Cloud V2)

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SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions