SAP Knowledge Base Article - Public

3223110 - Cannot Edit Sentiment Emoji


Sentiment Emojis in Ticket Interactions cannot be changed manually by the user.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Subject of the Ticket).
  4. Go to the Interactions facet.
  5. Select the Sentiment in the right corner of the Interaction.
  6. The Sentiment Emoticon cannot be changed.


Once a Sentiment has been determined by Machine Learning Sentiment Analysis it cannot be changed manually by the user.


This is expected system behaviour.


Emoji, Sentiment, change emoji , KBA , LOD-CRM-SC-EML , Email , Problem


SAP Cloud for Customer core applications all versions