You are trying to mark a ticket as irrelevant , but you see the action Set as Irrelevant is grayed out.
Reproducing the Issue
- Go to Service workcenter.
- Go to Tickets view.
- Select the row with ticket id XYZ is missing (XYZ is the ID of the ticket which you want to mark irrelevant).
- Select the chevron.
You see that the action Set as Irrelevant is grayed out.
Set as Irrelevant action will be grayed out is because the ticket is in status Completed or internal mapping of users custom status is mapped to Completed .
When ticket is in completed status only status field is available for editing and no functional actions are available until ticket status goes to In Process
This is an expected behavior in referece to system design
KBA , set as irrelevant , service , ticket , status , completed , LOD-CRM-SRP , Service Request Processing , How To