Workflow on Social Media Tickets
Reproducing the Issue
- Navigate to Service Work Center
- Under Tickets View
- Go to any ticket created through Social Media, say, Facebook, Twitter,etc,.
- Set certain Conditions in the workflow to update certain fields of these tickets
- On satisfying the conditions as set in workflow it is seen that these fields are not updated.
As of now it is the desired system behavior that for the social media tickets the workflow works only for the creations scenario and not for the update scenarios.
The functionality of workflow support in Update Scenario for Social Media tickets is planned to be made available in a higher release. At this oint in time, we are not in a position to provide more accurate information on date and / or timelines for this future release
KBA , LOD-CRM-SRP , Service Request Processing , How To