SAP Knowledge Base Article - Public

2710683 - How to show the related Ticket Interactions in the standard Report All Tickets with All Interactions

Symptom

You are using the report All Tickets with All Interactions and are wondering how to display the related interactions.

Environment

SAP Cloud for Customer

Resolution

  1. Go to the work center Business Analytics, view Design Reports.
  2. Search for report All Tickets with All Interactions (technical ID SEODSRQINTU01_Q001).
  3. Open the report and click Go.
  4. In order to show all the interactions from the ticket, please add the associated characteristics to the report view. So for example, if you want to show the email interactions, please add the characteristic Email to the view.
    If you want to show all the social media message interactions, portal interactions or chat interactions, please add the characteristics Social Media Message, Chat or Portal Interaction (Portal Reply from Customer) into the report view.

NOTE: There is also a navigation from the characteristic Email which opens the email activity to view all the email contents. Same navigation is available for characteristic Social Media Message.

See Also

If you want to bring the complete interaction text into the report, this is not possible yet.

Keywords

SEODSRQINTU01_Q001; SEODSRQINTERACTIONU01, all interactions, tickets, ticket interactions, extract interactions, interaction, email, chat, social media , KBA , LOD-CRM-ANA-SRV , Analytics for Service & Social , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP Cloud for Customer 1802 ; SAP Cloud for Customer 1805 ; SAP Cloud for Customer 1808 ; SAP Cloud for Customer 1811 ; SAP HYBRIS C4C ADDINS 1902