3036399 - Sub Tickets No Restrictions for Status

When accessing the Sub Tickets within a Ticket, you are able to change the Sub Ticket status to any status, independent of Status Schema restrictions.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ABC (ABC represents the Ticket Subject).
4. Go to the Sub-Tickets facet.
5. Select the Sub Ticket  XYZ (XYZ represents the Sub Ticket subject).
6. Click on More -> Set Status. Here notice that multiple status options are available.

The behavior is correct. This was designed since the user can select multiple Tickets, and each ticket may have a different status, because of that all the Status values need to be shown in the dropdown of  the Set Status button.

The same behavior also applies to the main Ticket list. There, since multiple tickets, having different Ticket Type, can be selected, the Set Status options will show all possible status, irrespective of the Status Schema.

This is the standard behavior of the system, however a Partner Development Infrastructure (PDI) can be created to avoid the saving action.
 
If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Status; Schema; Sub-Ticket; Main Ticket; All; Visible; , KBA , LOD-CRM-SRP , Service Request Processing , How To

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