SAP Knowledge Base Article - Public

2527728 - Users Receive Notifications Regarding Ticket Assignments Although no Workflow Rule is Enabled For This Functionality

Symptom

Users receive the following notifications although no workflow rule was created to send these notifications:

Ticket XYZ has been escalated to you (XYZ represents the Ticket ID)

Ticket XYZ is now reopened

Ticket XYZ is assigned to you

Reproducing the Issue

Pre-Requisite: Ticket XYZ was assigned to User ABC (ABC represents the User ID).

  1. Log in to your SAP Hybris Cloud for Customer tenant.
  2. Select the Notifications icon.

You can see a notification with the text Ticket XYZ is assigned to you.

Cause

This is currently the expected system behaviour in SAP Hybris Cloud for Customer.

These notifications are standard notifications which are enabled by default.

Resolution

In order to disable the notifications, please follow these steps:

1. Go to the Business Configuration work center.
2. Select the Implementation Projects View.
3. Select the Open Activity List button.
4. Open the Activity Business Task Management for Customer Care.
5. Click on the hyperlink Notifications for Ticket Assignment.

You have the options to select, which standard notification is active.

 

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711