SAP Knowledge Base Article - Public

2615383 - Composing a SMS from a Ticket in Fiori


You want to reply to a ticket in Fiori and the SMS option is greyed out.


SAP Hybris Cloud for Customer - Fiori client

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any ticket.
  4. Go to the Interactions facet.
  5. Click on Reply.
  6. The SMS option is greyed out.


Sending proactive SMS, i.e. composing SMS from a ticket created manually, is not supported.


This is the expected system behaviour.

In Fiori, agents can only create a SMS as a response to a ticket that was initially created from an incoming SMS.


SMS, Ticket, Reply, Interactions, Fiori , KBA , fiori , tickets , service , reply , sms , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions