SAP Knowledge Base Article - Public

2565317 - It is Not Possible to Set The Status of a Ticket to Completed Using a Web Service

Symptom

It is not possible to set the status of a Ticket to completed using a web service. The following error message is shown:

'Please send a reply to the requester before completing the ticket'.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Execute the web service that set the status of the Tickets as completed.

The following error message is shown and the changes cannot be made:

'Please send a reply to the requester before completing the ticket.'

Cause

This is the expected system behaviour in SAP Hybris Cloud for Customer.

Resolution

The execution of a web service and the changes made by the web service depend on the settings in the system.

If the status of Tickets can't be set to Completed manually in the system, it won't be able to do this via web service.

If the SLA has the next response due enabled, then the system is checking if the agent response time stamp is higher than the customer response time stamp.
If not, the agent should respond to the ticket before closing it.

Keywords

Ticket Web Service Status Completed Error , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP HYBRIS C4C CORE all versions