ECSC | Ticket Cancelled cannot be Closed

[amomin]

Hello Experts,

If a Ticket is Cancelled, is there any way that we can change the Status to Closed for ECSC.
This is regarding ECSC Ticket Status where Cancelled ticket status cannot be changed to Closed Status.

Could you please advice if this can be achieved and how can we do this.
We have checked following page in documentation but could not get clarity on how to manage this. LINK

Thanks
Alim

[PaulMeredith]

Hi Alim,

I think this depends on your configuration. See details here: ECSC Documentation.

Regards,

Paul

[amomin]

Thanks Paul for your response.

We have already seen the page from documentation but could not conclude what needs to be done. Can you help to advice as what needs to be done to change Ticket from Cancelled status to Closed Status.

Thanks
Alim

[AnkushPashine]

Hello Alim,

Just to add ::: In the Ticket screen within the Status field the 'drop-down options', which you are expecting to be available - Have you made them 'Checked' under column 'Status Visible' path: Fine Tune activity 'Ticket for Customer Support ->Status Schema' ?

Best Regards,

Ankush Pashine

[saipeddaiahgari]

Hi Alim,

Any Code List Restrictions in the system for the Status field ?

If the issue is not resolved, i would suggest to raise a SAP Ticket.

Thanks

Sai.

[saipeddaiahgari]

Hi Alim,

Is the ticket not editable or just the status drop down field doesn't have a values.

Regards

Sai

[amomin]

Hi Sai,

Ticket is editable but other status don't appear now in drop down.

Thanks
Alim

[saipeddaiahgari]

Hi Alim,

In Service Request, we have Following Systems statuses.

• Open
• In Process
• Completed
• Closed

To what user Status Cancelled is mapped to ?

Please check blog on understanding of statuses in Service Request.

Regards

Sai.

[amomin]

Thanks to respond Sai.

We have Cancelled status tagged to LifeCycle Status "In Process" and mapped to Provider Action.

Moment Ticket is set to Cancelled, it is not possible to change back to any other status by Requestor or Processor.

Thanks
Alim