3810174 - Visit Status Remains "In Process" After Completion When Created Offline via Mobile App

A Visit created and completed offline in the SAP Cloud for Customer mobile app retains the status "In Process" after the device reconnects and synchronizes with the backend, even though the user marked the Visit as "Completed" on the device before syncing.

SAP Cloud for Customer

1. Open the SAP Cloud for Customer mobile app.
2. Create a new Visit for an Account while offline.
3. Complete the Visit workflow steps and set the status to "Completed" while still offline.
4. Save the Visit locally on the device.
5. Reconnect the device to the network (disable Airplane Mode).
6. Trigger or wait for the app to synchronize with the backend.
7. Once sync completes, go to the Visit in the mobile app or in the web UI (Activities > Visits).
8. Observe that the Visit status shows "In Process" instead of "Completed."

When a Visit is created and completed offline, the status change is stored locally on the device as part of the offline data queue. During synchronization, if the Visit's completion-dependent child data (such as mandatory survey responses, activity notes, or follow-up tasks) has not finished syncing successfully before the status update is processed, the backend rejects or defers the status transition to "Completed," leaving the Visit in "In Process." The synchronization sequence does not guarantee that all dependent sub-entities are committed before the parent Visit status update is applied.

This is a known synchronization sequencing limitation when working offline with Visits that have dependent child data (surveys, notes, attachments).

Recommended steps:

• Ensure a stable network connection during sync, and avoid interrupting the sync process (e.g., closing the app or losing signal) until it fully completes.
• After sync, manually check the Visit and update the status to "Completed" if it did not transition automatically.
• If surveys or mandatory fields are part of the Visit completion criteria, verify they synced successfully (check for sync error notifications in the app) before assuming the Visit is fully processed.
• If this occurs consistently, raise an incident with SAP with the device logs and sync timestamps, as this may point to a timing/sequencing defect requiring a product fix rather than a workaround.

Visit, Offline, Mobile App, Status, In Process, Completed, Sync, Synchronization , KBA , LOD-CRM-ACT-VST , Visit Planning , LOD-CRM-MOB-GS , Guided Selling , Problem