SAP Knowledge Base Article - Public

3730530 - Unable To Mark A Closed Case As Irrelevant

Symptom

It is not possible to mark a Case that is in a closed status as Irrelevant.

Environment

SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to Cases.
  2. Open Case with a Status of Closed.
  3. Try to set the Case as Irrelevant by clicking the 3 dots and selecting Mark as Irrelevant.
  4. Notice that the option is not available.

Cause

Once a case is set to closed, you cannot change the case status.

Resolution

This is the expected behavior of the system.

See Also

Configure Status Dictionary Entries

Keywords

Case, Status, Irrelevant, Completed, Actions, Mark As Irrelevant, Service , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0