SAP Knowledge Base Article - Public

2729631 - Notes Added to Tickets in SAP C4C Are Not Displayed to Employees in AskHR Portal

Symptom

Notes added to a ticket in SAP Cloud for Customer (C4C) are not visible to employees on the AskHR portal in a C4C-Employee Central integration scenario.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Ticket View
  3. Open any Ticket which is replicated to AskHR
  4. Go to Notes facet
  5. Add any Notes
  6. Now you check the Ticket in AskHR but this new note is not reflected

Cause

  • The notes added by the Service Agent in the Ticket are 'internal notes'.
  • Internal notes are confidential and are designed to be visible only to HR/service agents within the SAP Cloud for Customer (C4C) system.

Resolution

  • This is an expected behavior of the system as designed.
  • To make comments visible to employees on the AskHR portal, the service agent should use the "Reply" option in the ticket and add a comment.

See Also

SAP Employee Central Documentation

Keywords

Notes, AskHR, Ticket, Employee, SAP Cloud for Customer, internal notes, service agent, HR portal, C4C integration, confidential notes, visible comments, Reply option, AskHR visibility, employee portal, service request , KBA , LOD-CRM-SRP , Service Request Processing , LOD-SF-EC , Employee Central , Problem

Product

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