SAP Knowledge Base Article - Public

2899647 - Customer Service Portal Integration Option Could Not Be Disabled

Symptom

Customer Portal Integration cannot be Disabled from UI.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center.
  2. Go to Tickets View.
  3. Open Ticket 123(where 123 is the Ticket ID)of source 'Internet'.
  4. Navigate to 'Interactions' tab.
  5. Click on New or Reply button.
  6. Navigate to Portal option.
  7. Text box is enabled.

You want to disable this option and prevent the service agents from replying in the tickets, as a mode of interactions.

Cause

Portal Integration is enabled because the related scoping question is enabled in the Business Configuration.

Resolution

Once the Portal Integration is enabled, it cannot be completely disabled by unchecking the Scoping Question of Portal Integration.

See Also

https://launchpad.support.sap.com/#/notes/2641224

Keywords

Customer Service Portal, Portal Integration, Reply, Ticket , KBA , portal integration, interaction, reply , portal greyed out , disableportal , LOD-CRM-PRT-SRV , Service Portal , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions