SAP Knowledge Base Article - Public

2520852 - Ticket Sent To Approval Automatically

Symptom

The tickets are sent to approval automatically, even though you removed the question "Do you want to automatically submit tickets for an approval workflow after one or more specified conditions are fulfilled?" from your scope for Tickets for Customer Support.

Reproducing the Issue

  1. Go to Service work center;
  2. Go to Tickets view;
  3. Create a new ticket;
  4. Save;
  5. The Approval Status of the ticket is automatically set to "In Approval" or "Approval not Necessary".

Cause

For Ticket for Employee Support "Do you want to automatically submit tickets for an approval workflow after one or more specified conditions are fulfilled?".

Resolution

You need to remove the question "Do you want to automatically submit tickets for an approval workflow after one or more specified conditions are fulfilled?" from scope in Employee Support scenario.

Follow the steps below:

  1. Go to Business Configuration work center;
  2. Select current Project;
  3. Press Edit Project Scope;
  4. Go to Step 4 "Questions";
  5. Expand Service -> Employee Support -> Ticket Management;
  6. Remove the question "Do you want to automatically submit tickets for an approval workflow after one or more specified conditions are fulfilled?";
  7. Save Changes.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions