3290881 - Confirm button is not closing the ticket in AskHR

Symptom

Employees are trying to close a ticket in AskHR, by clicking in the "Confirm" button, but nothing happens.

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

Go to AskHR
Select a ticket with Solution Proposed
Click in "Confirm" button
Confim the solution
Nothing happens. Ticket is still in "Solution Proposed" state.

Cause

Wrong ticket status configuration in C4C.

Resolution

In order to identify the issue, you need to go to your C4C where the ticket status is configured, and compare it with the Guide.

For each ticket status in AskHR there is a code supported, as per the below:

Status Code	Description	Life Cycle Status	Assignment Status
1	New	Open	Processor Action
2	In Process - By Agent	In Process	Processor Action
4	In Process - Waiting for Employee	In Process	Requestor Action
5	Solution Provided	Completed	Requestor Action
6	Closed	Closed	Not Assigned
Z6	Solution Confirmed	Completed	Requestor Action

If you have any different code for the "Solution Confirmed" button, such as: 7, Z1, Z2, Z3 etc.

It won't work, since the only codes above are supported.

Please change the code to Z6 and the issue should be resolved.

Keywords

ECSC, Service Center, Confirm solution, close ticket, AskHR, Confirm Ticket button is not performing any action, ticket status, status code, close askhr ticket. , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , Problem

Product

SAP SuccessFactors HXM Suite all versions