SAP Knowledge Base Article - Public

3479323 - New and Reply Buttons are Disabled Once the Ticket is Completed


The observation has been made that the 'New' and 'Reply' buttons become disabled once a Ticket is Completed.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to the Ticket work center view
  3. Select a Ticket with Completed status
  4. Open the Ticket and go to Interactions Facet
  5. Button 'New' and 'Reply' are disabled under the Interactions


This is the system design behavior.
Once a ticket is completed, it cannot be edited anymore. The 'New' button, as well as the 'Reply', 'Reply All', and 'Reply with Outlook' buttons, are disabled once the ticket is completed.


You have the option to revert the Ticket status back to "In process", make any necessary modifications, and then mark the ticket as completed once again.


New button; Reply; Reply All; Reply with Outlook; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions