SAP Knowledge Base Article - Public

2594523 - Adding an Attachment in the Ticket With Status as Closed is Possible

Symptom

Adding an attachment in the ticket with status as closed is possible.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search with the ticket id LMN (where LMN is the ticket with status as closed) and open it.
  4. Go to the Attachment facet.

You can see it is allow to add a new attachment in the closed ticket LMN.

Cause

As per business process wise it's not everything in ticket is stopped.For e.g. Adding an attachment, Creating copy and Follow-up activities are still allow.

Resolution

This is an expected system behavior.

Keywords

Adding Attachment , Ticket status closed , KBA , adding attachment in closed ticket , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1802 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711