SAP Knowledge Base Article - Public

2809394 - Customer Field is Read Only in Ticket

Symptom

You notice the field Customer is Read-Only in a ticket and you would like to understand why it is not possible to change this information.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Ticket work center view.
  3. Search and open your ticket.
  4. Click on Edit button.
  5. See that it is not possible to change the value of the Customer field, as it is grayed out.

Cause

The system set's the customer field as read-only if the ticket's aggregated release status code is set as Released. Based on the aggregated status of the items added to the ticket, the aggregated status code is defined.

In this case, if there are more items in the ticket with the status set as Released than items with the status as Not Released, the ticket's aggregated release status code will be set as Released and the customer field will become read-only.

Resolution

This is the designed system behavior for the customer field definition in tickets.

Keywords

Customer; Field; C4C; Cloud for Customer; Service; Ticket; UI; Not Editable; Read-Only; Customer Field; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions