SAP Knowledge Base Article - Public

2679701 - Unable to Add Closed Tickets as Sub-Tickets

Symptom

When accessing the Sub Tickets facet and trying to add a Ticket which is in Status Closed, the ticket is not findable.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service workcenter.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the subject of the Ticket).
  4. Go to the Sub Tickets facet.
  5. Click on Add.
  6. Search for a Ticket which is in Status Closed. The Ticket will not appear in the search list.

Cause

Tickets in Status Closed are not allowed to be added as Sub Tickets.

Resolution

This is the expected behavior for the Service scenario and it is based on how the system was initially designed. In case you have a request for a different behavior, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com). Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.


An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Sub Tickets; Tickets; Closed; Status , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions