Symptom
SAP Jam feed reply in C4C doesn't trigger an email notification
Environment
- SAP Jam Collaboration
- SAP Hybris Cloud for Customer
Reproducing the Issue
- In C4C, go to Opportunities
- Select a sample data
- Go to Feed tab
- User A @mention a user B
- Click Share
Results: User B receives an email notification
- User B goes to the same Opportunity data in C4C
- Go to Feed tab
- Replies to the comment of User A
- Click Post
Results: User A did not receive an email notification
Resolution
This is currently an SAP Jam limitation. It is due to when a user comments or replies, the comment in C4C and in SAP Jam uses different backend API so the behavior will be different.
- In SAP Jam, if a user opens an object type in Jam and add comment and @mention someone under that object type, no emails will send to the user.
- In C4C, if a user comment on an object type in C4C side and @mention someone, the user will receive email.
- In both SAP Jam & C4C, when the user replies to the comment and @mention someone under that object type, no emails will be sent to the user. In this case, both are using the same API, so no email will be sent.
Engineering team is already working on this enhancement.
See Also
2538956 - Enabling SAP Jam integration with C4C (SAP Cloud for Customer)
Keywords
Email notification, C4C object, SAP Jam feed, C4C feed , KBA , LOD-SF-JAM-C4C , Integration with C4C , Problem
Product
SAP Jam Collaboration 1905