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
- Go to the Service work center.
- Go to the Tickets view.
- Open any ticket.
- Go to the Interactions facet.
- Click on Reply.
- 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