SAP Knowledge Base Article - Public

3057080 - Cannot Find Templates for Portal Interactions in Service Tickets


When creating a new Portal Interaction in a Service Ticket, you notice that your templates are not displayed, while for E-mail Interactions, the templates are displayed.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Navigate to Interactions tab.
  5. Click New reply.
  6. Navigate to Portal tab in the popup.
  7. Click Templates icon.
  8. See the templates are not displayed.
  9. Navigate to E-mail tab in the popup.
  10. Click Templates icon.
  11. See the templates are displayed.


All templates maintained in the system have the Channel Type set as E-Mail by default, in case the Channel Type field is not added in the Template creation screen.


In order to maintain portal templates, you may follow the steps below:

  1. Navigate to Service work center.
  2. Navigate to Templates work center view.
  3. Click + to create a new template.
  4. In the template creation screen, start the Adaptation Mode.
  5. Add the field Channel Type on the screen.
  6. End the adaptation mode.
  7. Set the value for the Channel Type field as Portal.
  8. Fulfill all remaining details for the template.
  9. Click save.

Once you try to create a new reply via interactions, the created template will be available for usage.


Template, Templates, Service, Tickets, Channel, Channel Type, Portal, E-mail, E-Mail, Interaction, Interactions, Reply, Service Request, C4C, Cloud for Customer, Cloud for Service, Portal Interaction, E-mail Interaction, , KBA , LOD-CRM-SC-TMP , Template , How To


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