3594669 - Case OWL Status Filter Shows Blank Status Due to Missing Code in Schema

• When filtering cases in the Case OWL by status (e.g., "Open"), the results include cases with:
  • Blank statuses
  • Statuses unrelated to the selected filter
• Expected behavior: Only cases matching the selected status should appear in the results list
• The issue occurs only for specific case types that use certain custom status schemas

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2 

1. Navigate to the Case OWL from the main menu.
2. Set the filter for Status to "Open".
3. Select case types (e.g., TypeA and TypeB).
4. Click Search.
5. Notice that:
   • Cases with blank statuses appear.
   • Cases with other statuses (not "Open") are also shown in the results.

• This situation may occur when status schemas are modified after cases have already been created, resulting in legacy status codes that are no longer defined in the schema.
• Even if the status is not present in the schema:
  • The status code is still stored in the case
  • The filter matches this technical value
  • Therefore, the case is correctly included
• The Case OWL uses status codes (e.g., 01 for "Open") for filtering—not the display text.
• The affected case types are assigned a custom status schema (e.g., Z2, name may vary).
• This status schema does not contain the status code 01.
• Because the filter cannot find a match for the code:
  • It fails to apply correctly.
  • Cases with no status or non-matching statuses are still shown.

• Identify the status schema assigned to the affected case types:
  1. Go to Profile > Settings.
  2. Navigate to Cases > Case Types.
  3. Open the affected case type and review the value under Status Schema.
• Navigate to Cases > Status Schema and open the schema identified in the previous step.
• Check whether the status code used in the filter (e.g., 01 for "Open") is defined in the schema.
  • If the status code is missing:
    • The filter will not work correctly.
    • Cases with unrelated or blank statuses may appear in the results.
• To resolve the issue:
  • Add the missing status code (e.g., 01) to the relevant status schema.
  • Ensure the status code is mapped to the correct description (e.g., "Open").
• Once updated:
  • The filter will correctly recognize the status code.
  • Only cases with the matching status will appear in the results.
• Conclusion:
  • The filtering logic in the Case OWL is functioning as designed.
    • The system evaluates the technical status code stored in the case (e.g., '01') rather than the status description.
  • If the corresponding status code is not maintained in the assigned status schema, the description cannot be displayed in the UI.
    • However, since the underlying status code still exists in the case data, the system continues to include these cases in the filtered results. 
    • This behavior ensures that no relevant records are unintentionally excluded due to schema inconsistencies.

Case OWL, status filter issue, blank case status, status code missing, case type filter not working, custom status schema, filter mismatch, status not showing, OWL filter not applied, Open status code 01, SAP Service Cloud V2, SAP Sales Cloud V2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem