SAP Knowledge Base Article - Public

2652835 - The Link to a Twitter Channel is Inactive in a Ticket Interaction

Symptom

The link to the Twitter Channel is inactive and cannot be clicked to access the Channel in a Ticket Interaction.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).

In the Incoming Message you can see the Channel through which the Message came into the system. But the Link to the Twitter channel is inactive and cannot be clicked to access the Twitter Channel.

Cause

The Incoming message was a Direct Message, which is a private message. Therefore, the link to access the message directly is disabled.

The Link is only enabled, if the incoming message is a Public Tweet.

Resolution

This is the expected system behaviour in SAP Hybris Cloud for Customer.

Keywords

Twitter Channel Link Inactive Disabled Not Clickable Access , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1805