2526552 - Words Flagged by the Profanity Filter in Tickets

SAP Knowledge Base Article - Public

2526552 - Words Flagged by the Profanity Filter in Tickets

Symptom

You want to know which words in a ticket reply are being flagged by the profanity filter.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any ticket.
  4. Send a reply to the customer.
  5. Message ’’E-mail contains profanity and cannot be sent until it is removed’’ is being displayed and you are unable to send the reply.

Cause

Since the profanity check functionality is activated in your system, you are unable to send out the reply.

You are also unable to check which word has been flagged by the profanity check.

Resolution

Cloud for Customer uses Hana Text Analysis service for profanity check. This is separate service offered by Hana Text Analysis team. Dictionaries (words) used for profanity check are common for all customers. SAP Hana TA team doesn’t deliver sources for the dictionaries, for legal reasons.

Workaround: Disable profanity check for Service Tickets

  1. Go to Business configuration, current implementation project.
  2. Edit Project Scope.
  3. Navigate to questions tab - step 4  (click on Next button).
  4. Select the following question: Service / Customer Care / Service Request Management / Profanity Check.
  5. Flag the option  “Do you want to disable the profanity check for outgoing messages and allow all messages to be sent?”.
  6. Select the following question: Service / Employee Support / Ticket Management / Profanity Check.
  7. Flag the option  “Do you want to disable the profanity check for outgoing messages and allow all messages to be sent?”.

Keywords

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

Product

SAP HYBRIS C4C 1705 ; SAP HYBRIS C4C 1802 ; SAP HYBRIS C4C 1805 ; SAP Hybris Cloud for Customer 1708