SAP Knowledge Base Article - Public

2624145 - Not All Group Templates Are Available for Selection

Symptom

Multiple group templates are available in SAP Jam, but when creating a group from an object (for example, an Account) in SAP Cloud for Customer (C4C), only one group template is available for selection.

Environment

SAP Cloud for Customer core applications

Reproducing the Issue

  1. Go to the Customers work center.
  2. Navigate to the Accounts view.
  3. Open account XXX (where XXX represents the account name).
  4. Go to the Groups facet.
  5. Click New.
  6. Open the Group Template value help.
  7. Observe that only the Account Management Template is available for selection.

Cause

  • This is the expected system behavior.
  • When a group is created directly in SAP Jam, there is no business object context. Therefore, all generic group templates are available for selection.
  • In the SAP Cloud for Customer (C4C) and SAP Jam integration, the available group templates are determined by the Application Type configured for the external application. The default application type is SAP Hybris Cloud for Customer, which includes templates for business objects such as Account, Opportunity, and Service Ticket.

For example, when creating a group from an Account in C4C, only the templates associated with the Account business object are displayed. Similarly, when creating a group from an Opportunity or Service Ticket, only the templates assigned to those business objects are available for selection. This is the expected behavior.

Resolution

This is the expected system behavior.

Keywords

Group Template, Customers, Account, Object, Jam, Ticket , KBA , LOD-CRM-ACC , Account , Problem

Product

SAP Cloud for Customer core applications 1.0