2642450 - Unable To Restrict User From Setting A Survey As Completed Without Answering It

SAP Knowledge Base Article - Public

2642450 - Unable To Restrict User From Setting A Survey As Completed Without Answering It

Symptom

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.

Environment

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

Cause

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.

Resolution

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.

See Also

2394107 - Tickets Cannot Be Set To Completed If There Are Open Mandatory Tasks Or Surveys

Keywords

mandatory survey, set as complete, completed, survey , KBA , set as complete , mandatory , surveys , LOD-CRM-SRP , Service Request Processing , LOD-LE-SUR-DEF , Survey definition = design time , LOD-LE-SUR-EXE , Survey execution = runtime , Problem

Product

SAP HYBRIS C4C 1805