SAP Knowledge Base Article - Public

2133363 - Customer Updates do Not Create Notification for Service Agent

Symptom

You want a notification to be generated every time customer updates.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket ABC.
  4. Customer has updated the ticket.

There is no notification for the service agent that the customer has updated the ticket.

Cause

Workflow Rule can be created to receive notification.

Resolution

  1. Go to the Administrator work center.
  2. Go to the Workflow Rules view.
  3. Choose New button.
  4. Enter a Description for the rule and choose Business Object as Ticket.
  5. Go to the next step: Define Conditions.
  6. Select the Add Group button.
  7. Here, choose Last Customer Interaction from the Field drop-down.

Set the rules as your requirement and you should receive the notification every time customer updates in the ticket.

 

 

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1602 ; SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL. PLATFORM 1411 ; SAP LE APPL. PLATFORM 1502 ; SAP LE APPL. PLATFORM 1505