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

You noticed that when trying to set a ticket to irrelevant, the option Yes is grayed out in the popup raised.

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.
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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