SAP Knowledge Base Article - Public

2774940 - Time Entries are allowed even after Ticket completion

Symptom

You are able to add Time entries to the Ticket even after the Ticket status is set to Completed.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Workcenter.
  2. Navigate to Tickets view.
  3. Open any Ticket DEF  which has the Status as Completed (Where DEF is the Ticket ID).
  4. Navigate to the Time entries facet.

You will see that the New and Start Recording buttons are Active.

Cause

Time recording against a Completed Ticket is allowed in Cloud for Customer.

Resolution

Time can be recorded against a Completed Ticket in Cloud for Customer. However you can control the Visbility property of the Buttons using a Rule with Code as Root.Status != 5 which will make the buttons invisible for the user when the Status is Completed.

Keywords

Time recording , Ticket , Completed , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions