SAP Knowledge Base Article - Public

2512958 - Snap Engage Integration is Creating Tickets With Status In Process


The Snap Engage channel is creating tickets with status as In Process.

Reproducing the Issue

  1. Receive a chat request in the Snap Engage.
  2. After the chat conversation, a ticket will be created.
  3. Check the ticket in the system.
  4. The ticket status will be In Process.


This is the standard behavior of SAP Hybris Cloud for Customer. Tickets created from Snap Engage channel will be always set to status In Process instead of Open. However through the Ticket Status Schema feature you can create custom status, and then configure a Workflow Rule to set the status from In Process to the custom status configured.


See Also



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


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions