2669649 - Actual Quantity Setting the Status of the Item to Started

When changing the Actual Quantity field from a Service Item to any value other than 0, the Status of the Item field is being set to Started.

SAP Cloud For Customer.

1. Go to the Services work center.
2. Go to the Tickets view.
3. Open ticket ABC (ABC represents the Subject of the Ticket).
4. Go to the Service and Repair facet.
5. Click on Edit button.
6. Under Items section, select the item for which you want to adjust the Actual Quantity.
7. Set the field to any value rather than 0, e.g 1.
8. Save it.
9. The Status of the Item will change from Open to Started.

This is the current system behavior. If you have a quantity with a value greater than 0, then the system will consider that you started to work on the Item.

This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

• SAP Service Cloud

Ticket; Actual Quantity; Status; Started; , KBA , LOD-CRM-SRP , Service Request Processing , How To

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