SAP Knowledge Base Article - Public

3104358 - Release to FSM Action and FSM Relevance Column Missing for Service Ticket and Tickets for Customer Support Activity


You notice that the Release to FSM action, in your service tickets, is not available and is grayed out in the actions list, during the Adaptation Mode.

Similarly, you notice the FSM Relevance column is not available in the Tickets for Customer Support activity, in your Business Configuration. The same is also grayed out in the columns list, during the Adaptation Mode.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Business Configuration work center.
  2. Navigate to Overview work center view.
  3. Search for Tickets for Customer Support.
  4. Open the activity.
  5. Click Maintain Item Processing Code.
  6. See the FSM Relevance column is not available.
  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Click Actions.
  5. See the Release to FSM option is not available.


There is a missing scoping element which is required to be enabled in your implementation project.


In order to adjust the scoping, follow the steps below:

  1. Navigate to Business Configuration work center.
  2. Navigate to Implementation Projects work center view.
  3. Select the current project / initial implementation.
  4. Click Edit Project Scope.
  5. Navigate to Step 3 - Scoping.
  6. Expand Service.
  7. Expand Customer Care.
  8. Select Service and Repair.
  9. Scope this option.
  10. Navigate to Step 4 - Questions.
  11. Scope the relevant FSM questions for this element.
  12. Save the changes.


BC, Business Configuration, Scoping, FSM, FSM Relevance, Release to FSM, Column, Action, Grayed Out, Unavailable, C4C, FSM Integration, Service, Ticket, Service Request, Service and Repair, Maintain Item Processing Code, , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , How To


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