2541662 - Tweet Creates a Ticket But Does Not Create a New Individual Customer

SAP Knowledge Base Article - Public

2541662 - Tweet Creates a Ticket But Does Not Create a New Individual Customer

Symptom

A tweet was being created from @ABC which created a ticket in C4C but no new Individual Customer was created.

Reproducing the Issue

1. Login to your twitter account @ABC.
2. Post a tweet with mention or in reply to @XYZ.
3. Login to the C4C system.
4. Go to the Service workcenter.
5. Go the Social Media Messages view.
6. Open the ticket that has been created from your tweet and note it is category Broadcast.

Result: there is no Individual Customer created from the tweet or the ticket.

Cause

Your Twitter Channel is @ABC in C4C and your Twitter account is @ABC in twitter. 

A Tweet from your twitter account @ABC with mention @XYZ creates a Broadcast ticket in C4C. No new customer is being created.

 

Resolution

The system works as expected: Only a Tweet from @XYZ in reply to @ABC creates a new Individual Customer XYZ. The ticket category is Original Message.

Keywords

KBA , LOD-CRM-EMP , Employee , 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