2731845 - You can not Delete the Status Schema for the Ticket

In the fine tune activity name Tickets for Customer Support, it is not possible to delete the status schema.

SAP Cloud for Customer.

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view and click Open Activity List.
3. Search with fine tune activity name Tickets for Customer Support and open it.
4. Click hyperlink Maintain Status Schema and select XYZ1 (where XYZ1 is the name of status schema, which is assigned here).

You can see the delete button is not editable for XYZ1.

This can happen for various reasons.

Scenario 1

If the status schema is already assigned to a ticket, then it cannot be deleted.

Scenario 2

If a status is assigned to the status schema but the status schema is not assigned to a ticket, then it can be deleted.

Scenario 1

To delete the status schema, you need to ensure it is not in-use within any existing ticket. This is an expected system behavior. This is the same for other business objects, too, if a status (or another setting/ schema/ status/ etc.) is in use, it cannot be deleted.

Scenario 2

Delete the attached status first, and once all the status rows are deleted from the status schema, the delete button will become available for the status schema itself.

1. Repeat steps 1. - 4. from above
2. Select the relevant Status Schema
3. Below, in the section 'Assign Status to Schema 'Default'', delete any status which is associated/ maintained for this status schema
4. Only once those were successfully deleted, will the delete button be available for the status schema itself.
5. If the status cannot be deleted, you are probably facing scenario 1 where it is in use. 

Please refer the help center document Status Handling in Tickets for more details.

Status Schema cannot be deleted , KBA , LOD-CRM-SRP , Service Request Processing , Problem

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