SAP Knowledge Base Article - Public

2693952 - Status Copied to CRM is Missing in The Drop down of the Ticket Status Field

Symptom

Copied to CRM status is missing in the ticket status drop down field.

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Go to the work center Service.
  2. Choose the view Tickets.
  3. Search for XYZ. (XYZ represents ticket ID)
  4. Choose the field Status.
  5. Choose the drop down Action button.
  6. The Copied to CRM is missing in drop down list.

Cause

If the ticket is in Approval status "Not Started" then the "Copied to CRM" status will not be visible nor you can change the status to Copied to CRM.

Resolution

Please Approve the ticket and once the approval status is Approved or if you do not want the approval process for ticket, please scope the scoping question to automatically submit the ticket for approval upon conditions which in turn sets the approval status of ticket type as "Approval not necessary". Now you will be able to see "Copied to CRM " status as expected.

Keywords

Ticket Approval, Status copied to CRM missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1808