3602350 - Understanding the Use of "Set Step to Done" and "Finish" Actions in Phases – Case Designer Configuration Behavior

• Users experience different behaviors when completing a phase in a case process.
• In some scenarios, selecting "Set Step to Done" automatically progresses to the next phase, while in others, an additional "Finish" action is required.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

1. Open a case in SAP Service Cloud Version 2.
2. Complete a phase.
3. Notice the inconsistency in the need to click both "Set Step to Done" and "Finish" in some cases, while in others, setting the phase to "Step to Done" automatically moves it to the next phase.

• The observed behavior is based on how steps and phases are configured in the Case Designer:
  • "Set Step to Done" is always required to complete an individual step.
  • "Finish" becomes necessary only when the phase is configured to require explicit manual completion—typically when all steps must be validated.
  • If Auto Progress is enabled for a phase, the system may automatically move to the next phase once the final step is in that phase is marked as done, without requiring a manual "Finish" action.
  • The "Save" action becomes visible when a step contains a form that requires user input or selection. In such cases, the form must be completed and saved before the step can be set to done.
• Hypothetical Example Configuration 
  
  • Consider a simplified case type with three phases and associated steps:
    • Phase 1: Initial Review 
      
      • Step: Enter Basic Info (Mandatory, may include forms or some addition action required) 
        
        1. For example, the step contains a form that requires input. 
        2. User must complete a required field and click "Save", then "Set Step to Done".
        3. Because the Auto Progress is set to true, the user must also click "Finish" to move to the next phase.
    • Step: Add Comments (Optional, no form) 
      
      • Step: Add Comments (Optional)
        1. In this case, No input is required. Only "Set Step to Done" is needed. 
        2. Since the step is optional and Auto Progress is enabled, the system automatically advances to the next phase when the step is marked as done.
    • Phase 3: Final Approval
      • Step: Confirm Decision (Mandatory, may include forms or some addition action required)
        
        1. User provides required input, clicks "Save", then "Set Step to Done".
        2. If the phase is configured for auto-progression and does not require manual completion, the "Finish" button is not shown.
• These behaviors are expected and depend on how each phase and step is configured in the Case Designer.

Case Designer, Set Step to Done, Finish Button, Auto Progress, Phase Completion, SAP Sales Cloud V2, SAP Service Cloud V2, step configuration, form save, process flow , KBA , CEC-CRM-AD , Agent desktop - live channels , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem