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.

1.PNG

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.

You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

 

Keywords

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

Product

SAP Cloud for Customer add-ins all versions