SAP Knowledge Base Article - Public

2612279 - Phone Call Subject Is Not Shown on the Interactions Tab of a Ticket

Symptom

You have created a phone call activity on the Activities tab of a ticket, but when you go to the Interactions tab, you cannot see its Subject.

Environment

SAP Hybris Cloud for Customer 1802 and higher releases.

Reproducing the Issue

  1. Go the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents the Ticket ID).
  4. Go to the Activities tab and on the Phone Calls section, click on New.
  5. Add a Subject to the Phone Call and a Note.
  6. Save.
  7. Now go to the Interactions tab.
  8. Click on Refresh and see that the Phone Call created is shown, but only the note added is visible.

Cause

Both Subject and Notes fields are shown on the text area of the Phone Call on the Interactions tab. Because of that, if you have a note, you will only see the note.

If no note is added, the Subject is visible.

Resolution

This is the system expected behavior.

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 (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 Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins all versions