SAP Knowledge Base Article - Public

2735740 - Unable to hide Portal section under Ticket Interaction

Symptom

You are not using Portal integration, however Portal Post option is visible in Ticket Interaction

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Goto Service Work Center
  2. Goto Ticket view
  3. Open any ticket and navigate to Interactions Facet
  4. Click on Reply button
  5. Portal option is visible and agents are able to respond

Cause

You have enabled the scoping question in Business Configuration. You can uncheck the question to disable Response option using Portal but Field can not be removed from UI

Resolution

Uncheck the below scoping question to resolve the isuse

  1. Goto Business Configuration Work Center
  2. Goto Implementation Projects
  3. Click on Edit Project Scope
  4. Navigate till Step 4. Questions
  5. Click on Service
  6. Expand Customer Care
  7. Select Communication for Customer Care
  8. Uncheck the question "Would you like to extend your customer service scenario to include an external customer service portal?"
  9. Review and Save the changes

Keywords

Portal, hide, disable, remove, interactions , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer add-ins all versions