SAP Knowledge Base Article - Public

2597481 - Add Surveys Inside A Ticket Shows No Records Found

Symptom

When you try to add a survey to a ticket, the message 'No records found' is shown even though there are surveys created in the system.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket ID XXX (XXX represents the ID of the ticket).
  4. Go to the Surveys tab and click on Add.
  5. No records found.

Cause

Surveys are not meant to be added manually to tickets. The scenarios has been designed to user routing rules and activity plans to add the surveys automatically or make them eligible to be added manually.

Resolution

This is the current expected behavior of the system.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.
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 Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Ticket ; Survey ; Add ; Activity Plan ; Routing Rule , KBA , LOD-CRM-SRP , Service Request Processing , LOD-LE-SUR-DEF , Survey definition = design time , How To

Product

SAP Cloud for Customer add-ins all versions