SAP Knowledge Base Article - Public

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

  1. Go to AskHR
  2. Select a ticket with Solution Proposed
  3. Click in "Confirm" button
  4. Confim the solution
  5. 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. 

See Also

Implementing Service Center in Employee Central: Configuring Tickets for Employee Support

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