You can create Follow Up Activities like Tasks, Phone Calls,etc and Subtickets from a Closed Ticket.
SAP Cloud For Customer
Reproducing the Issue
Go to Service Work Center.
- Then to Tickets View.
- Open Ticket ID XYZ, where, XYZ is a Ticket ID.
- On the Activities Facet, click on More to create new Activities like Tasks, Phone Calls etc.
- The new Activities are created and an entry for the same could be seen in the Closed Ticket.
The Non Editable Closed ticket allows activities creation, as these activities act as follow up reference document for the Service Agents.
This is the expected system behavior as follow up Activities would be helpful parameters to analyze service provided to customers.
2594523 - Adding an Attachment in the Ticket With Status as Closed is Possible
Closed Status, Ticket, Tasks, Activities , KBA , subticket , closed status , phone calls , LOD-CRM-SRP , Service Request Processing , Problem