SAP Knowledge Base Article - Public

2900403 - The Timeline is Active While the Ticket is In Approve

Symptom

The timeline functionality is active for the ticket which is In Approval status.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket id LMN (where LMN represent the ticket id, which is in approval status).
  4. Open ticket LMN and go to the Overview facet.
  5. Here you can see under Timeline section, the creating email and other functionality is still possible.

Cause

Not all the fields and actions are greyed out once ticket is send for approval.

Resolution

Allowing to edit certain fields and actions even for in approval ticket is an expected system behavior.

Keywords

Timeline , Ticket , In Approval , KBA , creating email , field , action , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions