3774495 - Service and Support Team Changes Are Not Displayed in the Case Timeline

After changing the Service and Support Team for a case, the changes are not displayed in the Timeline tab.

SAP Sales and Service Cloud Version 2

1. Log on to the system.
2. Navigate to Cases.
3. Open any case.
4. Change the Service and Support Team
5. Save the changes.
6. Open the Changes tab and verify that the update is recorded.
7. Open the Timeline tab.
8. Observe that the Service Team change is not displayed

The Case Service Team Updated event is not enabled in the Timeline Configuration. As a result, Service and Support Team changes are not generated as timeline events.

To display Service Team changes in the Case Timeline, enable the Case Service Team Updated event in the Timeline Configuration.

Follow these steps:

1. Log on to the system.
2. Navigate to System Settings.
3. Go to Timeline → Timeline Configuration → Event View.
4. Search for Case Service Team Updated.
5. Enable Event Generation for this event.
6. Save the changes.

After enabling the event, subsequent Service and Support Team changes are recorded and displayed in the Case Timeline.

NA

Service and Support Team, Case, Timeline, Timeline Configuration, Event Generation  , KBA , CEC-CRM-TIM , Timeline for SAP Sales/Service Cloud , Problem