SAP Knowledge Base Article - Public

2951444 - Ticket Timeline Interactions for Employee Support Portal

Symptom

You are working with Employee Support Portal and when trying to reply using the Ticket's Timeline Interactions, the option 'Portal' is not enabled.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents an Employee Support Ticket created via Portal).
  4. Go to the Timeline Interactions.
  5. On the reply section, the Portal option is disabled.

Cause

Timeline Interactions only works with the Internal Memo feature. The Employee Support scenario with Portal still uses the Internal Notes.

Resolution

This is the current expected behavior of SAP Cloud for Customer.

1.  If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
2.  If you are a customer:

    1. Contact your Account Executive;
    2. Check the link https://www.sap.com/services/innovation.html#contact-us.

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.

See Also

[Enter your See Also here...]

Keywords

Portal ; AskHR ; Timeline ; Memo Activity ; Scoping ; Interaction , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions