2404788 - Completion Date set with Custom Status

System is setting a Completion Date to a Ticket when the Status is changed, even though this is not the Completed Status.

SAP Cloud for Customer

Supposing you have created two Custom Status for Tickets:

• ABC for Tickets that require Customer/ Employee Action and;
• 123 that is the Completed Status.

1. On Service Work Centre;
2. Tickets View;
3. You Open Ticket XYZ (XYZ represents the Ticket ID);
4. On Status, change it to ABC, so to ask for more information to the Customer/ Employee who opened the Ticket;
5. Save;
6. You see that sytsem has set a Completion Date for the Ticket even though the Ticket is not in the Completed Status.

The Status ABC has Assignment Status = Requester Action set on the Status Schema.

All Statuses with Assignemnt Status = Requester Action will set a Completion Date to the Ticket.

If this is not required, you need to change the Assignment Status to Processor Action.

To do so:

1. Go to Business Configuration Work Center;
2. Overview;
3. Search for "Tickets for Customer Support" or "Tickets for Employee Support" depending on the scenario you have.
4. Open the Fine Tune Activity;
5. Click on Maintain Status Schemas;
6. On the Status ABC, change Status Assignment to Processor Action.

NOTE: You will need to delete the status and create a new one with the coresponding Status Assignment.

2731258 - The Life Cycle Status of Ticket Under Status Dictionary is not Editable

Assignment Status, Status Assignment, Life Cycle, Status , KBA , status , life cycle status , status assignment , LOD-CRM-SRP , Service Request Processing , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions