2560082 - E-mail Preview Missing in Ticket Reply

SAP Knowledge Base Article - Public

2560082 - E-mail Preview Missing in Ticket Reply

Symptom

The "Preview" button is missing when you reply to a ticket with the "Compose New E-mail" option.

Environment

1711 SPS01

Reproducing the Issue

  1. Go to Service work center.
  2. Go to the Tickets view.
  3. Open a ticket created via e-mail.
  4. In Overview facet, below interactions, press "Compose New E-mail".
  5. The "Preview" icon is missing.

Cause

After the 1711 release, the text editor has been changed into a new one which is expected to have better stability.

This new editor (Kendo) does not have the Preview feature in the e-mail text box.

Resolution

This is the SAP Hybris Cloud for Customer standard behavior.

As workaround, you can use the button "Print" or "Export to PDF", to see how the e-mail would be displayed.

If you need the "Preview" when replying an e-mail via ticket, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.


An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

Preview; E-mail; Ticket; Service; Channel; , KBA , LOD-CRM-SRP , Service Request Processing , Product Enhancement

Product

SAP HYBRIS C4C 1802 ; SAP Hybris Cloud for Customer 1711