SAP Knowledge Base Article - Public

2843630 - Reply Button on The Interactions Header Is Not Visible

Symptom

The Reply button is not visible in the header of the interactions facet of a ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket 123 (123 represents the ticket ID).
  4. Go to the Interactions facet.
  5. The Reply button option at the header is not shown.

Cause

Certain data does not get loaded in some scenarios. This usually happens when the Interactions facet is reused in another screen, or when it's made the first visible facet when a ticket is loaded. In either case, this only happens when the List View is set as the default view.

Resolution

This is the standard behavior of the system.

Solutions are:

  • Switch between the Grid and List Views.
  • Maintain the Grid View as the default view.
  • Select the Reply option from the specific interaction.

Keywords

reply ; interactions ; ticket ; grid view ; list view , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions