3477970 - Service Order is in Process Even Though it was Cancelled via a Reason for Rejection in the General tab

The Service Order XYZ is still in Process even though the Service Confirmation ABC was cancelled and the Service Order XYZ was cancelled via a Reason for Rejection in the General tab.

SAP Business ByDesign

Prerequisite:

• Service Confirmation ABC (ABC represents the ID of the Service Confirmation) was initially released with Order Completion.
• The items in the Service Confirmation ABC has been cancelled via a Reason for Rejection.
  
  

1. Go to the Service Orders work center. 
2. Select the Service Order Processing view. 
3. Open Service Order XYZ (XYZ represents the ID of the Service Order).
4. Go to the General Tab and the Main Information sub tab.
5. A Reason for Rejection e.g. Other Reason is maintained.
6. Navigate to the Service and Spare Parts tab.
7. You can see that Line Item XX is in status Completed and the Reason for Rejection was taken over from the General tab.
8. But Line Item YY is in Process and Not Cancelled. The Reason for Rejection for line item YY is greyed out.

The Reason for Rejection in the General tab of the Service Order is only available if the Invoice and/or Delivery Status of at least one line items is not Finished. And the Reason for Rejection on the General tab is only passed on to the Items which for which the Invoice and/or Delivery Status is not Finished. 

The Service Confirmation was released with Order Completion. This changed the Delivery Status of the Items to Finished in the Service Order. 

The Delivery Status for line item XX which has the item type SECO (Service - time and material) is set back to In Process but the Delivery Status for line item YY which has the item type SERV (Service - fixed price) is still in status Finished after the Service Confirmation was cancelled. 

Since the Delivery Status of line item YY is Finished the Reason for Rejection on the General tab was not passed to the Item.

We added the issue that the Delivery Status of an item with item type SERV (Service - fixed price) is not changed to In Process when the item is cancelled in the Service Confirmation to our product backlog to be corrected in a future release.

In the meantime you can use the following workaround to complete the Service Order:

1. Go to the Service Orders work center. 
2. Select the Service Order Processing view. 
3. In the General tab remove the Reason for Rejection. 
4. Navigate to the Service and Spare Parts tab. 
5. Enter the Reason for Rejection for each item. 
6. Save your changes. 

The Service Order is then in status Completed. 

Reason for Rejection; Cancelled; Item, greyed out; read only; disabled; cancellation; fixed price; Service; Service Order; Status; Delivery Status; Fulfillment; Revoked;  , KBA , SRD-CRM-SEO , Service Orders , Problem