2853527 - How-to: Life Cycle Status Movement for Service Tickets in SAP Cloud for Customer

You would like to understand how the Life Cycle Status movement works for Service Tickets in the SAP Cloud for Customer system.

SAP Cloud for Customer

The Life Cycle Status comprehends the pre-delivered standard status which are considered for backend transactions and logic for the Cloud for Customer system, which are described below:

• Open
• In Process
• Completed
• Closed

Below, you will find each Life Cycle Status and the respective Reachable and Non-Reachable status.

Life Cycle Status	Reachable Life Cycle Status	Non-Reachable Life Cycle Status
Open	In Process Completed	Closed
In Process	Completed	Open Closed
Completed	In Process Closed	Open
Closed	None	Open In Process Completed

Additionally, there are some highlights on regards to some of the status described above:

• The Closed Life Cycle Status is Non-Reachable from the In Process status since the system would directly close the ticket, not allowing any further modifications in the Ticket if required later. Hence, the ticket must first be set as Completed and then it can be set as Closed, since the Completed status still allow changes to be done in the ticket.
• A ticket which is in Completed Life Cycle Status can only be set back to In Process if the ticket is completed via the Cloud system. If the ticket is completed via the On-Premise system, the In Process status is not reachable.
• If a ticket is set to Closed Life Cycle Status, it is not possible to edit or open it again anymore via any tool available in the system (OData, Data Workbench, PDI Implementation) or via SAP Product Support & SAP Development. 

A recommended approach is to map a customized status Closed to use the Completed Life Cycle Status via the Status Schema, since it would still be possible to navigate back and open the ticket if changes are required.

2479576 - Restrictions On Changing The Status of Tickets

2853461 - How-to: Using Status Schema in SAP Cloud for Customer

2853510 - Ticket Status Dictionary

Configuring Tickets for Customer and Employee Support - SAP Cloud for Customer Help Guide

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