3439932 - Incident Category & Cause Category are Updated for Tickets with Completed and Closed Status

The Incident Category and the Cause Category can be updated for Tickets with Completed and Closed status.

SAP Cloud for Customer

1. Go to the Data Workbench work center
2. Go to the Import view 
3. Select Individual Object
4. Select Update and tick the User Known IDs box
5. Select an object as the Standard Object
6. Search Service Request
7. Click Next
8. Upload the file that the Incident and Cause Categories are different to the current Incident and Cause Categories for Ticket 123 (Where 123 refers to the Ticket ID and the ticket is Completed status)
9. Select All Data for the Format Validation
10. Click Next
11. Click Import
12. Go to the Monitor view
13. Check the Task

Result: There is 1 in Successes

You can update these fields by Data Workbench and Workflow even though the ticket status is Completed and Closed. This is an expected system behavior.

An option may be to check the SAP Cloud for Customer Customer Influence to submit an idea:

• SAP Service Cloud

As per KBA 3439950 - Unable to Update Service Category by Data Workbench, the Service Category cannot be updated if a ticket status is Completed and Closed. The Service Category and the Incident & Cause Categories are set up differently so you observe different behaviours, but both expected system behaviors.

data workbench, incident, cause, category, completed, closed , KBA , LOD-CRM-SRP-API , Ticket API & Odata , LOD-CRM-SRP , Service Request Processing , Problem