2443803 - Tickets: Planner Status Not Available

SAP Knowledge Base Article - Public

2443803 - Tickets: Planner Status Not Available

Symptom

You've set in your Status Schemas a Status with Assignment Status as Planner Action and you are not able to select it in your Tickets.

Cause


The Planner Action is used when there is the need of the Technician go to the customer site and perform a service.

This kind of status will be only available if the Ticket has a location set for it.

The location information comes from the Account (Customer) which it related to the Ticket.

Resolution

In order to have the status Planner Action available for selection in a Ticket, first the Ticket needs to have a location maintained in it, which comes from the Customer. So, this status only appears for Tickets with Customer.


The location refers to the Service Location maintained in the Service and Repair tab of the Ticket.

See Also

For further details on Tickets Status Schema, please refer to the Help Document Maintain Fine Tuning for Customer Support Tickets.

Keywords

KBA , LOD-CRM , Cloud for Customer , How To

Product

SAP Hybris Cloud for Customer all versions