When setting a Ticket as Irrelevant in C4C, you get the following error message:
Save Rejected because Field("XXX") is defined as mandatory by key user.
SAP Cloud For Customer
Reproducing the Issue
- Navigate to the Service Workcenter.
- Open the Tickets View.
- Open a Ticket and click Actions -> Set as Irrelevant.
- You receive error that a field is mandatory.
Once you set a ticket as Irrelevant, the system triggers a save. As a result, there will be a check on all Mandatory properties. If the field has no value maintained, it will throw error message.
This is the expected behavior.
You will need to maintain a value for the field before setting the Ticket as Irrelevant.
If you would like to see this behavior changed within the system, we would kindly ask you to raise idea in the Influence Forum.
Search for your idea first and if it's not there submit a new idea. You can track your ideas using idea statuses which shows you where your idea is. Check out “How Does It Work’ using the below reference.
Ticket, Service, Action, Setting, Mandatory, KUT, Property, Adapt , KBA , AP-RC-UIF-FLX , Page Layout & Key User Configuration , Problem