SAP Knowledge Base Article - Public

2924187 - Social Media Comments are still Coming after You Close the Ticket.

Symptom

After you set the Ticket status to Closed, the Social Media Comments are still comming and getting displayed under Interation Facet..

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC which the status is set to Closed (ABC represents the Ticket ID).
  4. Navigate to Interation Facet.
  5. You find the new comments(e.g. from Youtube or Facebook) are still comming and getting displayed under the Interation Facet.

Resolution

This is the standard behavior.

If the status of the ticket is set to completed and a new comment comes in the post,then the ticket will always get re-opened.

If the status of the ticket is closed, then also the comment is threaded to the same ticket and ticket won't be reopened.

Keywords

Facebook;Youtube;Comments;social media; , KBA , LOD-CRM-SC-SM , Social Media , How To

Product

SAP Cloud for Customer add-ins all versions