SAP Knowledge Base Article - Public

3112123 - Ticket Customer Update Flag

Symptom

 You would like to understand how the Customer Update flag works.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Inbound email is received at the existing Email Channel.
  2. The Ticket is created and the Customer Update flag is marked as default.

Resolution

When a ticket is created from any incoming email, the last change by customer indicator is marked to true (i.e. customer updated field is set to true in UI). This field indicates that the request has been sent from customer and it is due for the agent to reply.

This indicator helps in many case to list down the emails which are yet to be replied by the agent.

Once an outbound email is sent from the ticket, the flag is set to false, with the exception when an outbound e-mail is replied using the option to reply with an external editor, as for such case, the e-mail is sent to the channel, so C4C will consider it as an inbound.

Keywords

C4C, Interaction, Outbound, E-mail, Ticket, Customer Update, Flag, Customer Update Flag, External Editor, Reply, E-mail Channel, , KBA , LOD-CRM-SC-EML , Email , How To

Product

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