2693952 - Status "Copied to CRM" Is Missing from the Ticket Status Dropdown

The "Copied to CRM" status is not available in the Ticket Status dropdown list.

SAP Cloud for Customer core applications

1. Log on to SAP Sales and Service Cloud Version 2.
2. Navigate to Service.
3. Open the Tickets view.
4. Search for and open ticket XYZ (where XYZ represents the Ticket ID).
5. Click the Status field.
6. Open the Status dropdown list.

Result:

The "Copied to CRM" status is not available in the dropdown list.

• When the ticket Approval Status is Not Started, the "Copied to CRM" status is not available in the Status dropdown.
• This is the expected system behavior. The ticket status cannot be changed to "Copied to CRM" while the Approval Status remains Not Started.

1. This is the expected system behavior.

2. The "Copied to CRM" status is available only after the ticket approval process is completed or is not required.

   To make the "Copied to CRM" status available:

• Approve the ticket so that the Approval Status changes to Approved.
• If approval is not required for your business process, configure the appropriate scoping option to automatically submit the ticket for approval based on the defined conditions. This sets the ticket's Approval Status to Approval Not Necessary.

      3. Once the Approval Status is Approvd or Approval Not Necessary, the "Copied to CRM" status becomes available in the Status dropdown as expected.

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