SAP Knowledge Base Article - Public

2669861 - Customer Section is Missing in Tickets Created from Social Media

Symptom

You are not able to see Customer Section under Tickets Overview which are created by Social Media

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets view
  3. Open a ticket XYZ(where XYZ is the Ticket ID which is created from Social Media)
  4. You can see Customer Section is missing

Cause

The customer Section is not visible in Ticket Overview when the Social Media Message has the category type 'Broadcast' as there is no customer party associated with a broadcast

Resolution

This is the expected behavior. You can verify the Ticket`s Category by the below mentioned steps.

  1. Go to Service Work Center
  2. Go to Social Media Messages view
  3. Search for the ticket XYZ
  4. Check the Category name which will be maintained as 'Broadcast'

Keywords

Customer section, social media, facebook, twitter, YouTube, Broadcast, category , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions