2512958 - Snap Engage Integration is Creating Tickets With Status In Process

SAP Knowledge Base Article - Public

2512958 - Snap Engage Integration is Creating Tickets With Status In Process

Symptom

The Snap Engage channel is creating tickets with status as In Process.

Reproducing the Issue

  1. Receive a chat request in the Snap Engage.
  2. After the chat conversation, a ticket will be created.
  3. Check the ticket in the system.
  4. The ticket status will be In Process.

Resolution

This is the standard behavior of SAP Hybris Cloud for Customer. Tickets created from Snap Engage channel will be always set to status In Process instead of Open. However through the Ticket Status Schema feature you can create custom status, and then configure a Workflow Rule to set the status from In Process to the custom status configured.

 

See Also

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1705/en-US/187a2d5d763d1014be95e643aac891bc.html

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1705/en-US/188074ed763d1014934ff0147c899ffd.html

 

Keywords

KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP HYBRIS C4C CORE all versions ; SAP Hybris Cloud for Customer all versions