SAP Knowledge Base Article - Public

3746392 - Adaptation Changes to Related Entities (Premise / Contract Account) in Case Page Are Not Persisted

Symptom

  • Added Sections (Premise / Contract Account) Disappear After Adaptation Session
  • Unable to Save UI Adaptation Changes for Related Entities in Case Object
  • Sections added under Related Entities (e.g., Premise and Contract Account) are not retained.
  • Changes made in Adaptation Mode disappear after ending the session.
  • Issue occurs when attempting to display utilities-related entities only.
  • No error message is displayed during or after adaptation.
  • Reopening or navigating back to the Case page shows missing sections.

Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Reproducing the Issue

  1. Go to User Profile (Avatar) → Start Adaptation Mode
  2. Open a Case
  3. Navigate to Related Entities
  4. Add sections such as:
    • Contract Account
    • Premise
  5. End Adaptation Mode
  6. Reopen or navigate back to the Case

Result:
Added sections are no longer visible.

Cause

  • The issue is caused by browser-side caching, where UI adaptation changes are not properly refreshed after the session ends.
  • Cached UI metadata prevents newly added sections from being rendered.

Resolution

Method 1: Hard Reload (Recommended)

  1. Open browser Developer Tools (Press F12)
  2. Right-click the browser refresh icon
  3. Select "Empty Cache and Hard Reload"

Method 2: Clear Browser Cache

For Google Chrome:

  1. Press Ctrl + Shift + Delete
  2. Select Cached images and files
  3. Choose the desired time range
  4. Click Clear data

For Microsoft Edge:

  1. Press Ctrl + Shift + Delete
  2. Select Cached images and files
  3. Click Clear now

Method 3: Test in Private Mode

  • Open:
    • Chrome Incognito: Ctrl + Shift + N
    • Edge InPrivate: Ctrl + Shift + P
  • Re-test the adaptation behavior to confirm the issue is cache-related.

See Also

Keywords

Adaptation Mode, Related Entities, Case Page, UI Adaptation, SAP Service Cloud V2, SAP Sales Cloud V2, Premise, Contract Account, Utilities Integration, Sections Not Saved, UI Changes Not Persisted, Adaptation Session, Missing Sections, Cache Issue, Browser Cache, Hard Reload, Incognito Mode, InPrivate Mode, Google Chrome, Microsoft Edge, UI Configuration, Case Management, Metadata Caching, Frontend Issue , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Service Cloud Version 2 all versions