Custom status maintained in the Fine Tuning for which the Assignment Status is set to Provider Action is not selectable in tickets.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
Go to the Tickets view.
- Open the ticket XYZ (XYZ represents the ticket ID).
Open the dropdown list for the Status field.
- Notice that the custom status ABC (ABC represents the status description) is not selectable.
You expect the status to be selectable from the dropdown list since it has been maintained in the Fine Tuning.
Ticket approval status is In Approval.
Statuses with Provider Action will not be visible when ticket approval status is:
- In Approval.
- Not Started.
- In Revision.
Furthermore, Provider Action statuses are not displayed if:
- ticket is inconsistent.
- ticket status is Open, Completed or Closed.
Ticket, Status, Provider Action, Approval , KBA , LOD-CRM-SRP , Service Request Processing , Problem