Assigned Service Agent does not receive a notification when a Ticket is reopened.
SAP Cloud for Customer
Reproducing the Issue
- User is assigned to Ticket abc
- Ticket abc gets reopened
- User does not receive a notification
A notification task for this ticket being reopened was already created in the past.
If a task is opened for a document with the same task type for a user the system won't create another task. It will just extend the deadline of the notification task and the Service Agent will not receive a new notification.
This is the expected system behaviour.
reopen ticket, notification, , KBA , LOD-CRM-SRP , Service Request Processing , Problem
SAP Cloud for Customer core applications all versions