SAP Knowledge Base Article - Public

2641997 - A Direct Message From Twitter Does Not Re-Open an Existing Ticket


An incoming Direct Message does not re-open a Completed Ticket.

The Direct Message creates a new Ticket instead of being added to the existing one.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Ticket ABC (ABC represents the Ticket ID) gets created Via Direct Message from Twitter by Customer XYZ (XYZ represents the Individual Customer).
  2. Go to the Service work center.
  3. Select the Tickets view.
  4. Open Ticket ABC.
  5. Reply with a Direct Message.
  6. Change the Status of the Ticket to Completed.
  7. Customer XYZ replies with another Direct Message.

This Direct Message opens a new Ticket instead of re-opening the existing Ticket.


For Twitter Channels, Direct Messages always create a new Ticket.

The Direct Message will only be added to an existing Ticket, if the Ticket is still open and not Completed.


This is the expected system behaviour in SAP Hybris Cloud for Customer.


Twitter Direct Message reopen re-open added extisting ticket create new , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer 1805