You have made Survey as mandatory in Tickets. The scoping question "Do you want to prevent users from completing tickets when mandatory surveys and tasks remain open?" is also enabled in Business Configuration.
However, the user is able to click on 'set as complete' button from the menu options in the Surveys facet of the Ticket and avoid opening or answering the survey altogether.
SAP Hybris Cloud for Customer
Reproducing the Issue
1. Go to Service work center → Tickets View
2. Open any Ticket which has an assigned survey
3. Navigate to the Surveys facet of the Ticket
4. Select a survey from the list of surveys and click on the gearwheel icon at the top right corner
5. Click on set as complete option from the menu
This is currently the standard system behavior and there is no way to prevent the user from setting the survey to completed without filling the answers.
We will introduce a UI anchor in a future release using which you can remove the action 'set as complete' from the menu via adaptation.
Since the requirement to have a validation on the survey to not allow setting it as completed if the answers are not filled is a new enhancement request, please reach out to SAP Product Management by raising this as an idea in the SAP Hybris Cloud for Customer Influence Site: https://influence.sap.com/SAPCloudforCustomer so that, this request can be added to our backlog for future releases.
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