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
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Go to the Service work center.
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Select the Tickets view.
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Open Ticket ABC which the status is set to Closed (ABC represents the Ticket ID).
- Navigate to Interation Facet.
- 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