SAP Knowledge Base Article - Public

2817643 - Priority of Social Media Created Ticket Is Defaulted to Normal

Symptom

You have setup a Social Media Channel to create Tickets but the Priority of those Tickets is always set to Normal even after it is manually changed.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents the ID of a Social Media Created Ticket).
  4. Edit and change the priority from Normal to Urgent.
  5. Save the changes.
  6. Close the Ticket.
  7. Open the Ticket again and see that after a new customer message arrives, the priority is set to Normal again.

Cause

There are no Social Media Message Prioritization Settings maintained on the system.

Resolution

The Priority of Social Media Created Tickets is controlled by the Social Media Prioritization Settings. Every time a new message arrives from the Social Media Channel, the system checks the prioritization settings maintained and change the priority of the Ticket accordingly. If there are no settings maintained, the system uses the Priority Normal as default.

To change the behavior, please maintained Social Media Message Prioritization Settings. More information can be found on the Help Document Social Media Message Prioritization Settings

Keywords

Social Media ; Ticket ; Priority ; Facebook ; Twitter ; Youtube ; Instagram , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions