SAP Knowledge Base Article - Public

2535248 - Sub-Ticket Can Be Created Despite Main Ticket Being Closed

Symptom

You are able to create a sub-ticket for an already closed ticket although it is not possible to close a ticket if a sub-ticket is still open.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any Ticket with the status Closed.
  4. Go to the Sub-Tickets facet.
  5. Click New to create a new Ticket.

Result: The system allows you to create this ticket.

Cause

While you cannot close a ticket which has an open sub-ticket, it is possible to create a new ticket and relate it to a closed ticket. When there are open sub-tickets the system presumes that the main issue has not been solved due to the underlying sub-tickets not being confirmed - the presumption is that the issue is not solved. However, the system allows for you to create sub-tickets after you closed your main ticket and allows for you to carry on working on this issue.

Resolution

This is expected system behaviour.

Keywords

Ticket, Sub-ticket, Status , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions