SAP Knowledge Base Article - Public

2804278 - Action CLOSE Not Possible; Action is Disabled Error Message in Service Ticket

Symptom

When trying to close a ticket, the error message Action CLOSE Not Possible; Action is Disabled is shown in the ticket

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Search and open any existing ticket.
  4. Click on Edit.
  5. Change the ticket Status to Closed.
  6. Click on Save.
  7. See the error message.

Cause

This error message is raised when the ticket requires the processor to send a reply to the customer before closing the ticket or there are any unreviewed points inside the ticket which are mandatory for ticket completion.

Resolution

The ticket needs to be reviewed and all the required information needs to be maintained, so that the ticket can be set to Closed status and therefore completed.

Keywords

Service; Ticket; C4C; Cloud for Customer; Error Message; Action CLOSE Not Possible; Action is Disabled; Action; Close; Action is Disabled Error Message in Service Ticket; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions