3038140 - Error Action Request_Requestor_Action Not Possible Action is Disabled

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

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket ABC (ABC represents the ticket ID).
4. 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

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