3787555 - An error occurred while fetching breakdown data count. Service issue or KPI field might be hidden or deleted.

• Upon logging into SAP Service Cloud Version 2, on the Home screen, the following error is displayed: "An error occurred while fetching breakdown data count. Service issue or KPI field might be hidden or deleted."
• The error occurs intermittently across users — it is reproducible for some users while other users on the same tenant do not experience it.
• The error is associated with the Case Card component on the Home page.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• Home page with Case Card widget added

1. Log in to SAP Service Cloud Version 2 as an affected user.
2. Navigate to the Home screen, where the Case Card has been added.
3. Observe the error message displayed instead of the expected breakdown data count.

• The Case Card is added to the Home page, and the affected user does not have an Org Unit (Team) assignment.
• The Case Card requires an Org Unit assignment to resolve the KPI/breakdown data count, and its absence triggers this error. 
• The system is working as designed.

Required Permission: Administrator

1. Confirm the affected user does not have a Team/Org Unit assignment.
2. Assign the affected user to a Team/Org Unit. Refer to Add Employees and Managers to Org Units for detailed steps.
3. Refresh the Home page and confirm the Case Card now displays the breakdown data count without error.

Would like to submit a New Requirement request?

• • Please post your requirement/vote for the requirement on our Influence site, via the following SAP Sales and Service Cloud Version 2 & SAP Enterprise Service Management: https://influence.sap.com/go/sales_service_v2_esm .
  • Refer to KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software, for additional details.
  • Please note that any forward-looking roadmap item is subject to change and timelines are tentative in nature. When it's available, the information will be shared via the What's New documentation with links.

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