3771191 - self-service case note added does not change status

Self service case no status change with requestor note update.

SAP Service Cloud Version 2

1. Create a new ESM case in self-service.
2. Send the case to the requestor action status.
3. As the requestor, add a note/update in the Conversations tab and save.
4. Observe that the case status does not change and the “provide information” notification remains.

By design, adding a note in self-service does not automatically change the case status.

Create a new determination rule to automatically change the case status when a note is added in self-service.

Note: The “provide more information” tag is visible only when Lifecycle Status = In Process and Assignment Status = Requestor Action. Adjust your status schema and rule targets accordingly.

refer to: Mark as Relevant Action Not Displayed in Case

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