SAP Knowledge Base Article - Public

2653785 - Ticket is Created for Obsolete Account

Symptom

You see that a ticket is created even after the account is marked as obsolete.

Reproducing the Issue

  1. Go to Service workcenter
  2. Go to Tickets view
  3. Select show all and find for ticket ABC (where ABC is the id of the ticket) which is created for customer XYZ (where XYZ is the id of the customer)
  4. Open customer XYZ

You see that the customer XYZ is in status obsolete and the ticket ABC is created after customer XYZ is marked as obsolete

Cause

Considering few business use cases, when a ticket is created as a follow up of another ticket, system copies the master data and does not stop the user from saving the ticket. Nevertheless the ticket will be in inconsistent state.

Resolution

This is the expected system behavior.

Keywords

Account, Obsolete, Blocked, Ticket, Created After, Master Data, Inconsistent, Follow up , KBA , account , inactive , child ticket , LOD-CRM-SRP , Service Request Processing , LOD-CRM-ACC , Account , How To

Product

SAP Cloud for Customer add-ins all versions