SAP Knowledge Base Article - Public

3017433 - Not possible To hide response options In ticket interactions

Symptom

You would like to hide selected response options in ticket interactions (E-mail, Sms, Portal, Internal Memo) but it's not possible with adaptation, even after disabling those channels in Business Configuration.

Environment

SAP Service Cloud

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Go to the Interactions section.
  5. You see all options, even for disabled communication channels and cannot find a way to hide them.

Cause

The response options of E-mail, Internal Memo, SMS, Portal in Interactions facet are Custom Control hence changes via Adaptation are currently not supported. To enable or disable response options, you can make changes in Business Configuration for Internal Memo, SMS & Portal but not for E-mail.  The options cannot be removed.

Resolution

This feature is not supported in the current release of SAP Cloud for Customer.

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
  2. If you are a customer:            
    1. Contact your Account Executive.
    2. Check the link https://www.sap.com/uk/services/advisory-development/application-development.html#contact-us

An alternative option may be to check the SAP Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer or vote for an existing idea: Request ID 239953.

See Also

KBA: 2735740 - Unable to hide Portal section under Ticket Interaction

Solution Guide for SAP Service Cloud: Use E-Mail Response Editor

SAP Customer Influence: Request ID 239953 (Hide disabled communication channels when creating new interaction - Service/Ticket).

Keywords

service request, ticket, interactions, e-mail, email, sms, portal, internal memo, adaptation, response, editor, feeder, section, communication channel, options, reply, hide, exclude, disable , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Product Enhancement

Product

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