SAP Knowledge Base Article - Public

2491307 - Tickets Advance Filter Displays Inactive Status

Symptom

You have set a ticket status as invisible in business configuration, but the advance filter in tickets view still displays it.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Business Configuration work center
  2. Select Open Activity List
  3. Search and open the activity Tickets for Customer Support.
  4. Select Maintain Status schemas.
  5. Uncheck the Status Visible checkbox for the status ABC (ABC represents the status name).

 

  1. Now, go to the Service workcenter.
  2. Go to the Tickets view.
  3. Open Advance Filter.
  4. The Status drop down has the status ABC.

As you have sent the status ABC as invisible, you expect that it does not display in the advance filer

Cause

Advanced filter shows all the values possible for the code list since it needs to be a superset. Any ticket that was set with status ABC in the past or future should be searchable. The business configuration setting is to control value shown in UI during editing of ticket instances.

Resolution

This is the current system behavior for SAP Cloud for Customer.

Keywords

Status ; Visible ; Invisible ; Active ; search , KBA , SRD-CC , Cross Components , How To

Product

SAP Cloud for Customer core applications all versions