SAP Knowledge Base Article - Public

3342008 - Complete Sub-Ticket Fails to Update Main Ticket Status


When you set the Sub-Ticket status to Completed, there is no change with the Main Ticket Status.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center;
  2. Go to Tickets view;
  3. Open the Ticket ABC which the Sub-Ticket DEF(ABC represents the ID of Main Ticket, and DEF represents the ID of Sub-Ticket);
  4. Change the status of Ticket DEF to Completed and click Save;
  5. After Save you find there is no change with the status of Ticket ABC.


The standard function in C4C does not have a status linkage for the ticket complete action between the main ticket and its sub-tickets. This means that according to the standard logic, when the status of a sub-ticket is set to complete, the status of the main ticket will not change, and vice versa.


This is the expected behavior for the Service scenario and it is based on how the system was initially designed.

In case you have a request for a different behavior, you may contact your implementation manager to help with such request.

An alternative option may be to check the SAP Customer Influencer Site to submit an idea.


Main Ticket;Sub Tickets;Status;Completed;
, KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications 2302