SAP Knowledge Base Article - Public

3747814 - Fields recorded in the Tickets change history

Symptom

It is desired to know what information from Tickets will be displayed in the Changes facet and be considered for the "Last Change Date" inside Ticket.

Environment

SAP Cloud for Customer

Resolution

The change history does not record changes of all the fields. There are only a set of fields for which changes are recorded. If user updates the fields which are not tracked for change history, there could only be an entry (in Changes facet) but not the field details and value that got changed.

This is the logic for the Changes facet but also valid to the Last Change Date field in Tickets.

This happens for Tickets, Sales Quotes, Opportunities, etc. Each BO have their own set of fields decided to be recorded or not on UI level, and this was a decision made by development team when designing the system because if the UI captured and displayed all changes done to each object it would impact the system performance.

There are 102 fields that will be considered for change history (Last Change Date field and Changes facet). Please check below the list of fields recorded:

  • Text
  • Attachment External Address link
  • Attachment Comments
  • Attachment Title
  • Attachment File Name
  • Solution Status
  • Location Party Address
  • Party Address
  • Party Role
  • Status
  • Reference Document ID
  • Reference Document Type
  • Line
  • Description
  • Quantity
  • UoM
  • Product ID (Item)
  • Work Progress
  • Text (Item)
  • Time Point
  • Ticket Classification
  • Escalation Status
  • Number of Response Cycles
  • Number of Missed Responses
  • Duration
  • Reference Document ID
  • Reference Document Type
  • Attachment Title
  • Attachment File Name
  • Product ID
  • Registered Product ID
  • Party
  • Service Category ID
  • Text
  • Text Type Code
  • Internal Status
  • Subject
  • Priority
  • Contact Person
  • Serial Number
  • Status
  • Party Address
  • Sales Organization ID
  • Division
  • Distribution Channel
  • Category Type
  • Category ID
  • Incident Category ID
  • Proposed Contract ID
  • Proposed Contract Item ID
  • Proposed Contract Determination Method
  • Proposed Contract Transfer Reason
  • Contract Restriction
  • Approval Status
  • Customer Updated
  • Territory ID
  • Service Location
  • Processing
  • Invoicing Method
  • ERP Rel. Status
  • Party ID (Item)
  • Party Role
  • Actual Gross Amount
  • Actual Net Amount
  • Actual Tax Amount
  • Planned Gross Amount
  • Planned Net Amount
  • Planned Tax Amount
  • Pricing Relevant
  • Actual Gross Amount(Item)
  • Actual Net Amount (Item)
  • Actual Tax Amount (Item)
  • Planned Gross Amount(Item)
  • Planned Net Amount (Item)
  • Planned Tax Amount (Item)
  • Net Price
  • Currency
  • Coverage
  • Skill - Mandatory
  • Category
  • Incident Category
  • Service Category
  • Skill - Source
  • Skill
  • Skill for Item
  • Skill for Item - Source
  • Skill for Item - Mandatory
  • Service Level ID
  • Coverage (Item)
  • Party ID
  • Subject
  • Service Category ID
  • Incident Category ID
  • Priority
  • Service Organization ID
  • Date
  • Action Required By
  • Product ID
  • Registered Product ID
  • Warranty ID
  • KB Article ID
  • Attachment

Keywords

facet, section, changes, history, logs, recorded, record, records, recording, display, displays, displaying, displayed, show, shows, showing, shown, ticket, service request, last change, changing, changed, change, modification, modify, modifies, modified, c4c , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions