2882512 - Option Yes to Set Ticket as Irrelevant is Grayed Out

When trying to set a ticket to irrelevant, you notice that the "Set as Irrelevant" (Inside the "Actions") or the "Yes" button in the pop-up are grayed out

SAP Cloud for Customer

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open any ticket.
4. Click Edit.
5. Click More.
6. Click Set as Irrelevant (if it is not grayed out)
7. See that the option Yes is grayed out.

The Ticket has status set to Completed/Closed or to custom status which internal mapping is mapped to Completed.  When the Ticket status is set to Completed/closed, only the status field is available for editing and no functional actions are available until Ticket status is changed to In Process.

Another reason this happens is when the Ticket is anonymized.

This is an expected system behavior.  Service Request Tickets can only be set to irrelevant if they are not set to Completed/closed or anonymized in the system.

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