SAP Knowledge Base Article - Preview

3325338 - Push Routing a ticket is automatically opening the Ticket screen before the ticket is accepted

Symptom

  • You are using the "Ticket Assignment Notification" also known as the Push Routing scenario
  • You are also using Sinch Contact Pro as your CTI provider, or SAP Contact Center
  • When a ticket is pushed to C4C, the ticket screen opens up automatically, even before the agent is able to accept the interaction from the widget

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


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Environment

  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales
  • SAP Contact Center
  • Sinch Contact Pro

Product

SAP Cloud for Customer core applications 2302

Keywords

Push routing, ticket push, Push item, , KBA , LOD-CRM-LA , Live Activity , Problem

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