SAP Knowledge Base Article - Public

2657521 - Life Cycle Status Closed Can't Be Used

Symptom

When you try to create a Custom status for Tickets with Life cycle status as Closed, you get an error "Life Cycle Status Closed Can't Be Used".

Reproducing the Issue

  1. Go to Business Configuration work center.
  2. Go to Implementation Projects view.
  3. Click on button Open Activity List.
  4. Select the Fine Tune tab.
  5. Search activity Tickets for Customer Support.
  6. Click on the hyperlink Maintain Status Dictionary Entries.
  7. Click on Add Row.
  8. Enter a Custom Status code, Description and Select the Life Cycle Status as 'Closed'.

Error - "Life Cycle Status Closed Can't Be Used" is triggered.

Cause

Closed Life cycle status cannot be used for creating any custom status since once the Ticket goes to Closed, no further processing is possible.
Hence only the standard delivered Closed status must be used.

Currently instead of not showing the option itself in drop down, error is thrown after selection.

Resolution

This is the current expected system behavior.

Keywords

Custom status, dictionary , KBA , user status , schema , closed , ticket , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1805 ; SAP Cloud for Customer add-ins 1808