Change Ticket Status From "Requires Work" to "Customer Action"

[former_member438686]

we are trying to change Ticket Status From "Requires Work" to "Customer Action" and facing the below error.

"Action REQUEST_REQUESTOR_ACTION not possible; action is disabled" (attached)

please we need to bypass this.

Requires work : Planner action

Customer Action : Requestor action

[former_member226 · Accepted solution]

Hello,

This is a standard behaviour that you cannot move a ticket directly from "Require Work"(i.e. Planner Action) to "Customer Action"(i.e. Requestor Action). Only a ticket that is in "Processor Action" can be a move to "Customer Action". In general, the flow of action is as follow:

Requestor -> Processor -> Planner or Provider -> Processor -> Requestor

Hence you need to set the status from planner action to "processor action" and then from thereon "requestor action"(in your case customer action)

Pls also check https://launchpad.support.sap.com/#/notes/2479576 which explains the restrictions along with the service tickets status schema in C4C.

BR

[former_member438686 · Accepted solution]

Hello Saurabh,

Thank you for your wonderful elaboration , I understand that this is the normal behavior but the requirement made us go through the below path

Requester - processor - planner - Requester (directly)

Is that we need to capture the time stamp the planner (service technician) has finished work and transferred ticket to Agent by utilizing “completion date” that get updated automatically once ticket is changed to customer action status ( in process - requester ) .

The business case is “ once technician complete work “ , agent need to confirm with customer if work was done and moving status in customer action really fits as

1-ticket moves to agent queue

2- completion date captured

3- agent confirms with customer which is considered a customer action and nothing to be done by agent on his own.

If we used “in process” first then “customer action” , completion date will include time where ticket stays @ agent until he changes it to customer action which is not required, and completion time will not reflect when “work by technician is finished” time stamp to consider it in SLA.

Accordingly , is there any way to enhance this behavior to cover the mentioned requirement , I would really appreciate your advice on this ...

[former_member226 · Accepted solution]

Hmm.. I am not an expert in SLA calculation and how it works in C4C.Maybe some expert can shed some highlight on this.