SAP Knowledge Base Article - Public

2497370 - How to Scope E-Mail Notifications in C4C for Support Incidents

Symptom

E-mail notifications are not received for any incident updates given by SAP Product Support.

Environment

SAP Cloud for Customer

Cause

The scoping question "Do you want to use e-mail to notify Business Task Management items" under Business Task Management is not scoped.

Resolution

  1. Go to the Business Configuration Work Center.
  2. Go to the Implementation Project View.
  3. Select the relevant project.
  4. Click Edit project Scope.
  5. Click next until step 4, Questions.
  6. Select the scoping element Communication and Information Exchange.
  7. In the dropdown menu, select Business Process Management.
  8. Select Business Task Management

In the right side of the panel you will get a list of questions as shown in below given screenshot. Scope the question "Do you want to use e-mail to notify Business Task Management items" by checking the checkbox:

2017-08-30_20-59-42.jpg

Note:

  • E-mail notifications will be sent only for those incidents which are created after the scoping is done.
  • Notifications are sent to the incident contacts when a support incident is updated by SAP.

Keywords

notifications, e-mail, incidents, c4c, Hybris for customer, incident update , KBA , email notification , LOD-CRM-PRO , Products , SRD-CC-CI-CCS , Service Control Center , AP-RC-CU-BTM , Key User Custom Task Generation , AP-RC-CU-NOT , Key User Custom Object Notification generation , How To

Product

SAP Cloud for Customer add-ins all versions