Symptom
The Reply button is not visible in the header of the interactions facet of a ticket.
Environment
SAP Cloud for Customer
Reproducing the Issue
-
Go to the Service work center.
- Go to the Tickets view.
- Open ticket 123 (123 represents the ticket ID).
- Go to the Interactions facet.
- The Reply button option at the header is not shown.
Cause
Certain data does not get loaded in some scenarios. This usually happens when the Interactions facet is reused in another screen, or when it's made the first visible facet when a ticket is loaded. In either case, this only happens when the List View is set as the default view.
Resolution
This is the standard behavior of the system.
Solutions are:
-
Switch between the Grid and List Views.
- Maintain the Grid View as the default view.
- Select the Reply option from the specific interaction.
Keywords
reply ; interactions ; ticket ; grid view ; list view , KBA , LOD-CRM-SRP , Service Request Processing , How To
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions