SAP Knowledge Base Article - Public

2642175 - Sentiment Analysis Icon Is Not Available In Ticket Interactions


Sentiment Analysis icon (emoji) is not available in Ticket interaction pane for a Ticket created via E-Mail even though the scoping question for HANA Text Analysis "Enable SAP HANA text analysis to automatically tag during ticket creation ?" is enabled. It is however, available for Tickets created from Social Media Channels.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Open any Ticket created via E-Mail
  4. Navigate to the Interactions facet
  5. The Sentiment Analysis icon/emoji is not available in the interaction pane


The sentiment analysis icon is not shown for Tickets created via E-Mail when the text analysis does not return any valid sentiment.

In case of social media, when the text analysis does not return any valid sentiment, the sentiment is shown as 'Not Available' which can be manually changed to any sentiment in Interaction.

This was a gap in the E-Mail scenario. If the sentiments are available, it was displayed correctly. However, if it is not available, the sentiment icon was not visible.


This behavior would be changed for E-Mail scenario in a future release to make it similar to Social Media Tickets, where 'Not Available' is displayed when no valid sentiment is returned by the HANA text analysis.


sentiment analysis, emoji, sentiment, sentiment icon, smiley, text analysis , KBA , sentiment , interactions , emoji , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SC-SM , Social Media , LOD-CRM-SRP , Service Request Processing , Product Enhancement


SAP Cloud for Customer 1805 ; SAP HYBRIS C4C CORE 1805