SAP Knowledge Base Article - Public

2529902 - Action Set As Irrelevant Grayed Out For Ticket

Symptom

You are trying to set a Ticket as irrelevant but action Set as Irrelevant is grayed out.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisite: you have already created a Ticket 123 (123 represents the Ticket ID).

  1. Go to the Service workcenter.
  2. Go to the Tickets view.
  3. Select the Ticket ID 123.
  4. Click the chevron button.
  5. Notice that action Set as Irrelevant is grayed out.

Cause

Set as Irrelevant action is grayed out when the Ticket has status set to Completed/Closed or to custom status which internal mapping is mapped to Completed.

When the Ticket status is set to Completed/closed, only the status field is available for editing and no functional actions are available until Ticket status is changed to In Process.

Resolution

This is an expected system behavior.

Keywords

Ticket, Status, Set as Irrelevant , KBA , ticket , status , set as irrelevant , service , completed , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions