SAP Knowledge Base Article - Public

2278632 - It is Possible to Close a Visit Without Completing The Mandatory Surveys And Tasks

Symptom

It is possible for Users to set a Visit to the status Completed without completing mandatory surveys and tasks.

Environment

SAP Cloud for Customer

Reproducing the Issue

Pre-Requisite:

An open visit with a mandatory Survey / Task assigned to it.

If the question Do you want to deactivate the check-in/check-out buttons for visits? is scoped:

  1. Go to the Visits work center.
  2. Open a visit that has the status Open.
  3. Click the Check In button, which will set the status to In Process.
  4. Click the Check Out button, which will set the status to Completed.

If the question Do you want to deactivate the check-in/check-out buttons for visits? is not scoped:

  1. Go to the Visits work center.
  2. Open a visit that has the status Open.
  3. Click on the Actions button and choose the option Set as In Process.
  4. Click on the Actions button and choose the option Set as Complete.

In both cases, the visit will be shown as Completed, although the User has not completed the assigned mandatory Surveys / Tasks.

Cause

This is the expected system behaviour, if the question Do you want to ensure that sales and service reps complete mandatory tasks and surveys before allowing them to close visits? is not scoped in the Implementation Project.

Resolution

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the Implementation Project and click the Edit Project Scope button.
  4. Click the Next button until you reach Step 4: Questions.
  5. Expand the options for Sales.
  6. Expand the options for Account and Activity Management.
  7. Select Activity Menagement.
  8. Check the box for the question Do you want to ensure that sales and service reps complete mandatory tasks and surveys before allowing them to close visits?

 

Keywords

Visit, Survey, Complete, Submit, Mandatory, Close, Without, Possible, Tasks , KBA , LOD-CRM-ACT-VST , Visit Planning , How To

Product

SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1708 ; SAP Cloud for Customer core applications 1711 ; SAP Cloud for Customer core applications 1802 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711