3439950 - Unable to Update Service Category by Data Workbench

You try to update the Service Category by Data Workbench for tickets which are Completed. Error message: "Changing Service Category not possible; field is read-only".

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 Service Category is different to the current Service Category for the 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 Errors

The Service Category cannot be updated by Data Workbench for tickets which are Completed and Closed status. This is an expected system behavior.

If you want to change the Service Category, change the ticket status to the status other than Completed or Closed. (e.g. In Process)

As per KBA 3439932 - Incident Category & Cause Category are Updated for Tickets with Completed and Closed Status, the Incident and Cause Categories can be updated even 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, import, ticket, service category, completed, closed, status, field, read-only , KBA , LOD-CRM-SRP-API , Ticket API & Odata , LOD-CRM-SRP , Service Request Processing , Problem