2919870 - Error Message when Replying Portal Ticket

You are replying to a Portal Ticket and receives the message:

Inconsistency in status management between system status and status.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID XYZ (XYZ represents the ID of a Portal Ticket).
4. Click on Edit and change the Ticket Status to Completed.
5. Go to the Interactions tab.
6. Add a Portal Reply.
7. Click on Save.
8. Error is thrown: Inconsistency in status management between system status and status.

You have changed the Status before adding a Reply.

When a Reply is added to a Ticket, there is a change of context on the backend that allows the change of Status. If the Status is changed first, this change of context does not happen and hence you cannot save the Ticket.

To make this work, you need to follow the same steps, but in different order:

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID XYZ.
4. Go to the Interactions tab.
5. Add a Portal Reply.
6. Change the Ticket Status to Completed.
7. Click on Save.

portal ; error ; status schema ; status inconsistency ; service ; customer support ; c4c ; sap service cloud , KBA , LOD-CRM-SRP , Service Request Processing , How To