2536959 - Reason for Status field is grayed out when changing Service Ticket status in IC Agent Inbox

Symptom

With customizing in bottom screenshot, it is expected that when you change the status of Service Ticket in IC Agent Inbox to Completed, "Reason for Status" field should become editable and a dropdown list should be available for selecting entry. However, you find that the field is grayed out and not editable.

The relevant customizing: SPRO->Customer Relationship Management->Basic Functions->Catalogs, Codes and Profiles->Assign Status Profile and Subject Profile to Business Transaction Type. Transaction Type "TSVO"(Service Ticket) is assigned with Status code "E0004(Completed)" and Subject profile "OPT000003".

Environment

SAP Customer Relationship Management 7.0 and higher
SAP enhancement package for SAP Customer Relationship Management
SAP enhancement package for SAP CRM, version for SAP HANA

Product

SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

Subject Profile, Subject Profile Category, H Status Reason(Opportunities), G Status Reason(Activities), Reason, Reason for Status, Service Ticket , KBA , CRM-IC-SVO , Service Order , Problem

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