3112123 - Ticket Customer Updated Flag

 You would like to understand how the Customer Updated flag works.

SAP Cloud for Customer.

1. Inbound email is received at the existing Email Channel.
2. The Ticket is created and the Customer Updated flag is marked as default.

When a ticket is created from any incoming email, the last change by customer indicator is marked to true (i.e. customer updated field is set to true in UI). This field indicates that the request has been sent from customer and it is due for the agent to reply.

This indicator helps in many case to list down the emails which are yet to be replied by the agent.

Once an outbound email is sent from the ticket, the flag is set to false, with the exception when an outbound e-mail is replied using the option to reply with an external editor, as for such case, the e-mail is sent to the channel, so C4C will consider it as an inbound.

In case the field is not visible, it may be hidden via the UI Adaptation, in which, you can follow the steps below to make it visible:

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open any ticket.
4. Open the user menu.
5. Click Start Adaptation.
6. In the Overview tab, click to edit the Additional Information section.
7. Expand the section in the adaptation pane, and see the field list.
8. Access the field Customer Updated.
9. Check the checkbox Personalize.
10. Uncheck the checkbox Hide.
11. Check the checkbox Set as Visible.
12. See the field will now be displayed in the UI.

C4C, Interaction, Outbound, E-mail, Ticket, Customer Updated, Flag, Customer Update Flag, External Editor, Reply, E-mail Channel, Updated, Customer, Field, Additional Information, Ticket, Service Ticket, Service, , KBA , LOD-CRM-SC-EML , Email , How To

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