SAP Knowledge Base Article - Public

2490755 - No Ticket Shown in Live Activity Pane

Symptom

When you simulate an inbound call, the system identifies the Customer based on inbound telephone number but no results are displayed in the Ticket, despite having multiple tickets created.

Reproducing the Issue

  1. Open the Live Activity pane in the system (phone icon in the upper bar for RUI / Live Activity link in right bar for HTML5) - this pane must be open for receiving the call from CTI Adapter;
  2. Open CTI Adapter;
  3. Click in Enable Adapter (if not enabled yet);
  4. Click in Simulate;
  5. Fill Account ID field with Customer 123 (123 represents the ID of the customer that has tickets created);
  6. Click in Simulate;
  7. Notice in the opened Live Activity pane that no Tickets are shown.

 

Cause

The current user does not have SEOD_QUEUE_SADL_OWL work center view assigned (Service work center -> Queue view).

Resolution

  1. Go to Administrator work center; 
  2. Click in General Settings view;
  3. Open Business Roles hyperlink;
  4. Select the pertinent Business Role;
  5. Press Edit;
  6. Click in Access Rights;
  7. Go to Work Center and View Assignments tab;
  8. Assign the view SEOD_QUEUE_SADL_OWL;
  9. Save.

Keywords

KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711