SAP Knowledge Base Article - Public

2688014 - On Scoping of Approval, for the Already Existing Ticket the Approval Button is Disable

Symptom

In the old tickets, the approval button is non-editable even after scoping ticket approval process within business configuration.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to Tickets view.
  3. Search and open ticket XYZ1 (where XYZ1 represent the ticket id created before scoping approval process).
  4. You can see currently Approval button is missing in XYZ1.
  5. Now go to the Business Configuration work center.
  6. Go to the Implementation Projects view and click on Edit Project Scope.
  7. Go to Question section and expand scoping element Service ->Customer Care ->Service Request Management.
  8. Go to the question section and scope the questions related to Approval for Tickets.
  9. Save and Finish the scoping changes.
  10. Go to Tickets view and open again the Ticket XYZ1.

You will see in ticket XYZ1, the approval button is now visible but is non-editable .

Cause

The approval was not scope in system, when the ticket XYZ1 was created.

Resolution

All the tickets created prior to scoping of approval in business configuration will not be eligible for approval process and hence approval button is disable.

This is an expected system behavior.

Keywords

Approval button disable in ticket , Ticket Approval , Existing Ticket ,Old Tickets , KBA , business configuration , ticket approval scope , service request management , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions