2526552 - Words Flagged By The Profanity Filter In Tickets

You want to know which words in a ticket reply are being flagged by the profanity filter.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open any ticket.
4. Send a reply to the customer.
5. Message ’’E-mail contains profanity and cannot be sent until it is removed’’ is being displayed and you are unable to send the reply.

Since the profanity check functionality is activated in your system, you are unable to send out the reply.

You are also unable to check which word has been flagged by the profanity check.

Cloud for Customer uses Hana Text Analysis service for profanity check. This is separate service offered by Hana Text Analysis team. Dictionaries (words) used for profanity check are common for all customers. SAP Hana TA team doesn’t deliver sources for the dictionaries, for legal reasons.

Workaround: Disable profanity check for Service Tickets

1. Go to Business configuration, current implementation project.
2. Edit Project Scope.
3. Navigate to questions tab - step 4  (click on Next button).
4. Select the following question: Service / Customer Care / Service Request Management / Profanity Check.
5. Flag the option  “Do you want to disable the profanity check for outgoing messages and allow all messages to be sent?”.
6. Select the following question: Service / Employee Support / Ticket Management / Profanity Check.
7. Flag the option  “Do you want to disable the profanity check for outgoing messages and allow all messages to be sent?”.

Profanity, Tickets, Email , KBA , LOD-CRM-SRP , Service Request Processing , How To