2468951 - Completed Tickets Getting Automatically set to Inprogress/open When a E-mail Reply Comes

SAP Knowledge Base Article - Public

2468951 - Completed Tickets Getting Automatically set to Inprogress/open When a E-mail Reply Comes

Symptom

When an email reply comes for a completed ticket then the ticket is re-opened.

Reproducing the Issue

  1. Go to work center service.
  2. Choose the view tickets.
  3. Find ABC (ABC ticket id).
  4. In the Changes tab we can see the status has been updated from completed to in progress/open when a reply comes.

Cause

This is the designed behavior of the current release of SAP Hybris Cloud for Customer.

Resolution

This is the current design that when an email reply comes for a completed ticket then the ticket is re-opened.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer all versions