2587894 - Live Activity Simulated Call does Not Show Caller Related Tickets in RUI

SAP Knowledge Base Article - Public

2587894 - Live Activity Simulated Call does Not Show Caller Related Tickets in RUI

Symptom

You notice that a Live Activity simulated call does not show the caller related tickets in RUI.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Login in the system (RUI).
  2. Open the Live Activity work center.
  3. Open the SAP Hybris Cloud for Customer CTI Client Adapter.
  4. Click in Simulate button.
  5. In the ANI (Dialing from) field, insert ABC (where ABC is the phone number of Account/contact maintained in the system that has related tickets to it.
  6. Click in Simulate button.

In the Call Information pane you do not see any tickets related to the caller. In HTML5, however, you see them.

Cause

In RUI the ticket search is a text search for the phone number that is calling you across all tickets in the system.

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If you insert the caller phone in the search field above, the system will display the tickets related to it. This is aimed at an ongoing improvement to support a wider range of business objects in the search, not only tickets.

Resolution

This is the current system standard behavior. Please note that for this to work properly, you should:

  1. Go to the Administrator work center.
  2. Open Service and Social view.
  3. Select Provided drop-down menu field as SAP CTI Adapter.
  4. Enable the flag "Search All Fields".

2.PNG

If you need to display the caller related tickets in RUI Live Activity, 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

CTI Adapter Related Tickets RUI , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Hybris Cloud for Customer all versions