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:
- In Process
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|
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.
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