SAP Knowledge Base Article - Public

2807371 - Release for Scheduling Button Has Different Behaviour in TIckets

Symptom

In tickets, the Release for Scheduling button has different behaviour between the More and Actions buttons.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service > Tickets.
  2. Open ticket 123 (123 represents the ticket ID).
  3. Go to the Services facet.
  4. Select item line > Click in More.
  5. Release for Scheduling option is greyed out.
  6. Click in Actions at the bottom right corner.
  7. Release for Scheduling option is available.

Cause

The action on Item level is a SAM modeled action, which means the enable/disable of the action is controlled by the model. In ticket 123, the item is already released for scheduled, hence the action is greyed out for this Item.

The action on the Actions button is the action on the Root, and is not SAM enabled. The objective of this action is to initiate the Release For Scheduling action on all the Items for the entire ticket. Since there could be a mix of Items with 'Released' and 'Non-Released' for schedule, the action on the Root is a generic action with no enable/disable function.

Resolution

This is the standard behavior of the system.

If you believe this could be changed or improved, you may post your request in the collaboration forum. There you can request new features for the new releases of the system: https://influence.sap.com/SAPCloudforCustomer

Keywords

ticket, release for scheduling , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions