SAP Knowledge Base Article - Public

2806380 - How Ticket Document Language is Determined

Symptom

You would like to understand what is the Document Language field and how this field value is determined.

Environment

SAP Cloud for Customer

Resolution

The Document Language is a field available in the Ticket UI, under Additional Information section of overview facet. By Default, this field personalization is hidden in the Ticket user interface.

There are 2 possible ways to determine this field value, depending on the E-Mail Channel used in the system:

  • B2B - In case of B2B, the communication language of the main contact linked with the account is determined and filled as the ticket document language; For such cases, the ticket document language is auto determined on every change in the contact information of account used in the customer information in tickets.
  • B2C - In case of B2C, the communication language of the individual customer is determined and filled as the ticket document language; The ticket document language is auto determined on every change in the customer information in tickets.

Keywords

Document Language; Language; Document; Ticket; C4C; Cloud for Customer; E-mail; B2C; B2B; Service; How-To; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions