The link to the Twitter Channel is inactive and cannot be clicked to access the Channel in a Ticket Interaction.
SAP Hybris Cloud for Customer
Reproducing the Issue
Go to the Service work center.
Select the Tickets view.
Open Ticket ABC (ABC represents the Ticket ID).
In the Incoming Message you can see the Channel through which the Message came into the system. But the Link to the Twitter channel is inactive and cannot be clicked to access the Twitter Channel.
The Incoming message was a Direct Message, which is a private message. Therefore, the link to access the message directly is disabled.
The Link is only enabled, if the incoming message is a Public Tweet.
This is the expected system behaviour in SAP Hybris Cloud for Customer.
Twitter Channel Link Inactive Disabled Not Clickable Access , KBA , LOD-CRM-SRP , Service Request Processing , Problem