2487702 - Duplicate Activity is Getting Created With Phone Activity

SAP Knowledge Base Article - Public

2487702 - Duplicate Activity is Getting Created With Phone Activity

Symptom

When user is creating a ticket with notes information through live activity (CTI) pane, SAP Hybris C4C is creating duplicate note activity along with phone activity.

Reproducing the Issue

  1. Click the Live Activity pane.
  2. Simulate a call.
  3. Enter a message in the Note field.
  4. Click the Save button.
  5. Click the New Ticket hyperlink in order to create a ticket.
  6. In the Interactions you see that the previously entered note appears as both note and phone call activity.

Cause

When you create a note in the Live activity, the note is stored on the phone call activity and when you create a ticket via Quick Create, the note is copied to the description of the ticket.
Here the agent can make changes to the Description field.

In the Interactions section, we show the first note which is the description of the ticket.
On the phone call chunk we show the Note description, if there is a note and if no note is present then we show the subject of the phone call.

Resolution

This is the expected behavior of SAP Hybris Cloud for Customer.

Keywords

KBA , SRD-FIN-CLM , Cash and Liquity Managment , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711