SAP Knowledge Base Article - Public

2183159 - How Does Customer Updated Field Notify Agents?

Symptom

Customer updated field does not create notifications.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket ABC.
  4. Customer has updated the ticket and Customer Updated field is checked.

There is no notification for the service agent that the customer has updated the ticket.

Cause

This is the expected system behavior

Resolution

When the customer updates, then that ticket will appear at the top of the agent's queue. This is how the Agent will know to give priority to that ticket. Once the Agent responds, the Customer Updated checkbox resets.

Keywords

KBA , AP-PRP , Purchase Request Processing , How To

Product

SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP Cloud for Customer core applications 1505 (old) ; SAP Cloud for Customer core applications 1508 (old) ; SAP Cloud for Customer core applications 1602 (old) ; SAP Cloud for Customer core applications 1605 (old) ; SAP Cloud for Customer core applications 1608 (old) ; SAP Cloud for Customer core applications 1611 (old) ; SAP Cloud for Customer core applications 1702 (old) ; SAP Cloud for Customer core applications 1705 (old) ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer add-ins 1705