SAP Knowledge Base Article - Public

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

Reproducing the Issue

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.

See Also

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