2418410 - Tickets Does not Appear When Simulating a Call from Live Activity

SAP Knowledge Base Article - Public

2418410 - Tickets Does not Appear When Simulating a Call from Live Activity

Symptom

When simulating a call from Live Activity. The user noticed that no tickets from the customer is showing in the adaptor

Reproducing the Issue

  1. Open the Live Activity
  2. Simulate a call from a Customer that has tickets
  3. The Tickets is not showing

Cause

The user should have access to Queue tab, otherwise it will not show the Tickets in the adaptor.

Resolution

  1. Go to the Administrator Work Center.
  2. Go to the Business users View.
  3. Select the user.
  4. Edit access rights.
  5. Go to the Work Center and View Assignments Tab.
  6. Search for the Service.
  7. Add the Queue tab.
  8. Save your changes.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP HYBRIS C4C 1705 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1705