2404788 - Completion Date set with Custom Status

SAP Knowledge Base Articles - public

2404788 - Completion Date set with Custom Status


System is setting a Completion Date to a Ticket when the Status is changed, even though this is not the Completed Status.

Reproducing the Issue

Supposing you have created two Custom Status for Tickets:

  • ABC for Tickets that require Customer/ Employee Action and;
  • 123 that is the Completed Status.
  1. On Service Work Centre;
  2. Tickets View;
  3. You Open Ticket XYZ (XYZ represents the Ticket ID);
  4. On Status, change it to ABC, so to ask for more information to the Customer/ Employee who opened the Ticket;
  5. Save;
  6. You see that sytsem has set a Completion Date for the Ticket even though the Ticket is not in the Completed Status.


The Status ABC has Assignment Status = Requester Action set on the Status Schema.


All Statuses with Assignemnt Status = Requester Action will set a Completion Date to the Ticket.

If this is not required, you need to change the Assignment Status to Processor Action.

To do so:

  1. Go to Business Configuration Work Center;
  2. Overview;
  3. Search for "Tickets for Customer Support" or "Tickets for Employee Support" depending on the scenario you have.
  4. Open the Fine Tune Activity;
  5. Click on Maintain Status Schemas;
  6. On the Status ABC, change Status Assignment to Processor Action.


KBA , SRD-CC , Cross Components , How To


SAP Cloud for Customer 1602 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL. PLATFORM 1602 ; SAP LE APPL. PLATFORM 1605 ; SAP LE APPL. PLATFORM 1608 ; SAP LE APPL.PLATFORM 1611 ; SAP LE APPL.PLATFORM 1708