3518182 - Work Progress in Tickets

You would like to understand the progression of the "Work Progress" statuses in the ticket.

SAP Cloud for Customer

This is the usual flow of the Work Progress statuses:

• Work Progress is in 'Open' status, when an item is added.
• When an assignment to technician is created and linked to the service item, the work progress of service item is set to 'Ready'.
• Within the ticket item, click on the More option and select 'Start Work'. Then Work Progress set to 'Started'.
• If you further click on More option and select 'Finish Work', the work progress is set to 'Finished'.

Under 'More', you also have the option 'Undo Work Progress', using this you can revert Work Progress from 'Finished' to 'Started'. Although note that this action is not possible if the item was released to ERP.

Also important to note that once the Work Progress is 'Finished', you can not make the change within Item's - Quantity/Date/Service Technician etc but you will be able to change these if the Work Progress is set back to 'Started'.

ticket, resource scheduler, work progress, demand, assignment, service , KBA , LOD-CRM-SRP , Service Request Processing , How To