When trying to update the Status of a ticket, the following error message is displayed: "Action REQUEST_REQUESTOR_ACTION not possible; action is disabled".
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Open ticket ABC (ABC represents the ticket ID).
- Click Edit and update the ticket Status.
Result: The following error message is displayed: "Action REQUEST_REQUESTOR_ACTION not possible; action is disabled".
The status being used in the ticket has the Assignment Status set as Planner Action. Planner Action indicates that the ticket is a work ticket and is already assigned to a planner. From such a status, by standard the system does not allow a direct move to Requestor Action. Only a ticket which is currently in Processor Action can move to Requestor Action.
The status designed flow of assignment status is: Requestor -> Processor -> Planner or Provider -> Processor -> Requestor.
Update your Ticket Status Schema to match the status standard flow.
3040917 - Inconsistency In Status Management Between System Status And Status
Error Message; Unable to Change; Not Able to update Status; Ticket; Status; Error; Requestor Action; Processor Action; Planner Action; Assignment Status; Service Request , KBA , LOD-CRM-SRP , Service Request Processing , How To