SAP Knowledge Base Article - Public

2826271 - For the Ticket Item, the Work Progress is Showing as Not Relevant


Ticket's Item is having the work progress status as Not Relevant.


SAP Cloud for Customer .

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for ticket LMN (where LMN represent the ticket name).
  4. Open ticket LMN and go to the Items facet .
  5. Select Item XX (where XX represents the line-item number).
  6. You can see item's Work Progress is showing as Not Relevant for ZABC (where ZABC represent the processing code type).


You need to select correct configuration in the fine-tune activity for ticket.


  1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects view.
  3. Select the project and click on Open Activity List.
  4. Search for fine-tune activity name Tickets for Customer Support and open it.
  5. Click on hyperlink Maintain Item Processing Code.
  6. Here for the ZABC you have to maintain the Assign to Tab as Service.
  7. Save the Changes.
  8. Now when you add item of type ZABC, the work progress will show as Open, not as Not Relevant.


Item Processing Code , Not Relevant , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-RES , Resource Scheduling , Problem


SAP Cloud for Customer core applications all versions