Last Inprocess Item in the Seach Result List is automatically being completed when we go through the details of any item in the list and click on End Button

[Former Member]

Hello Friends,

Last Item (Email or Service Ticket) in the Seach Result List is automatically being completed when go through the details of any item in the list and click on End Button on CRM Web Client.

Steps to reproduce:

1) Launch the CRM_UI transaction from your CRM System.

2) Select AP Service Helpdesk Business Role.

3) Go to the Inbox of the AP Helpdesk.

4) Search for Inprocess emails or Service Tickets.

5) Go through the Details of the any Email or Service Ticket.

6) Click on the End Button.

7) When we click on the End Button, the last Inprocess item (Email or Service Ticket) in the Seach Result List is automatically being completed although we haven't touched that item at all.

Friends, can you guide me what could be the reason for this automatic completion of Last Item in the Search Result List.

Please help me out friends.

[Sigrid · Accepted solution]

Hello Aditya,

For E-Mails (type INT) SAP notes 1672412, 1895221 and related notes might be helpful. They introduce a parameter (table SMOFPARFSFA) which allows you to decide if an E-Mail is set to completed if no reply has been sent when the customer interaction is finished. 

Best Regards,

Sigrid

[Former Member · Accepted solution]

Hello Sigrid,

Thanks for your valuable inputs as always.

In my case, the Item (Service Ticket or Email) which we are currently interacting with, is not completed when click on the end button but instead of that the last Inprocess item (Which we haven't interacted yet) in the Seach Result List is automatically being completed.

The item, which we currently interact is not being completed automatically. it remains in the same status that

we kept.

So, the notes given by you will be useful to me, this case?

Please help me out.

[Former Member · Accepted solution]

Hello Sigrid,

Could you please resolve my latest query.

In my case, the Item (Service Ticket or Email) which we are currently interacting with, is not completed when click on the end button but instead of that the last Inprocess item (Which we haven't interacted yet) in the Seach Result List is automatically being completed.

The item, which we currently interact is not being completed automatically. it remains in the same status that

we kept.

So, the notes given by you will be useful to me, this case?

Please help me out.

[Sigrid · Accepted solution]

Hello Aditya,

If you face the same issue with service tickets and it is always the last InProcess Inbox item, the provided notes might not help. I am not aware of such an issue. Sorry. You might check if it also happens with enhancement switched off (WCF_IGNORE_ENHANCEMT to 'A')?

Best Regards,

Sigrid

[Former Member · Accepted solution]

Hello Sigrid,

Thanks for the clarification.

Let me switched off (WCF_IGNORE_ENHANCEMENT) and check whether the problem persists?

If problem doesn't appear that then the issue must in some Z code and if the issue persists then it must be with standard SAP code.

Thanks once again for your clarification.