SAP Knowledge Base Article - Public

2644741 - In a Ticket where the Source is Internet, Reply Option is not Delivering to Customer

Symptom

You see that the reply option doesn’t update the customer directly, when the ticket is created form portal.

Environment

Ticket 123 (where 123 is the ID of the ticket) is created from portal.

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Open ticket 123
  4. Navigate to facet Interactions
  5. Select Reply

You see that the reply is stored as a text but is not sent to the customer.

Cause

Ticket created with source code as internet, means that it is submitted out from e-commerce source or a customer portal.
Based on the source of ticket, the default reply option is set accordingly to portal.
When any reply is sent via portal, the text is stored in SAP Hybris Cloud for Customer and the same is updated in the portal.  To send the email reply, user need to select the option from the Add menu button and can use E-Mail Option

Resolution

This is the standard behavior.

Keywords

portal, reply, ticket, service request , KBA , interactions , ecommerce , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer all versions