SAP Knowledge Base Article - Public

2655759 - Ticket Status Set To Provider Action Not Available To Select In Tickets


Custom status maintained in the Fine Tuning for which the Assignment Status is set to Provider Action is not selectable in tickets.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket XYZ (XYZ represents the ticket ID).
  4. Click Edit.
  5. Open the dropdown list for the Status field.
  6. Notice that the custom status ABC (ABC represents the status description) is not selectable.

You expect the status to be selectable from the dropdown list since it has been maintained in the Fine Tuning.


Ticket approval status is In Approval.


Statuses with Provider Action will not be visible when ticket approval status is:

  • In Approval.
  • Not Started.
  • In Revision.
  • Withdrawn.

Furthermore, Provider Action statuses are not displayed if:

  • ticket is inconsistent.
  • ticket status is Open, Completed or Closed.

See Also

Blog 'How to maintain Document Type and Status Schema in Fine-Tune and it’s determination in Ticket'


Ticket, Status, Provider Action, Approval , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1811 ; SAP Cloud for Customer core applications 1805