SAP Knowledge Base Article - Public

2404788 - Completion Date set with Custom Status

Symptom

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

Environment

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.

Cause

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

Resolution

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

Keywords

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

Product

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