SAP Knowledge Base Article - Public

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


  • 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.


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

Reproducing the Issue

  1. Send an e-mail to the corresponding/defined e-mail channel configured for the push notification
  2. From the widget, select the corresponding "Action Queue" defined for the integration




  • With the Push Routing scenarios, the following flow should be considered:
    1. An e-mail arrives to C4C via e-mail channel and a ticket is created using the standard process
    2. C4C triggers a push route to the CTI, sending signature information to identify the object using either JSON or XML format.
      For example:
      • Using JSON:

        "payload": {"Type": "NOTIFICATION","ObjectID": "OBJECTID","ObjectUUID" : "UUID of the Object","EventType":"Push","ThingType": "Thing Type of the object"}

      • Using XML:

        <?xml version="1.0" encoding="UTF-8"?><payload><Type>Notification</Type><ObjectID>ObjectID</ObjectID><ObjectUUID>ObjectUUID</ObjectUUID><EventType>Push</EventType><ThingType>ThingType of the object</ThingType></payload>

    3. The CTI receives the signature information, identifies an Agent to process the ticket and sends the push notification/alert to the agent via the CTI Widget, along with the ticket information
    4. Depending on the Live Activity configuration, after the initial push notification, the agent would either click the context information for the ticket screen to open, or the ticket screen will open automatically
    5. The Accept event cannot be used with the Push Routing scenario, so hitting the accept from the widget would not have a different effect than with the Notify event
  • To set the system to automatically open the ticket screen or disable the function:
    1. Go to Administrator
    2. Navigate to Service and Social and go to Live Activity Configuration
    3. Under the Fiori Client Settings, go to the "Open Details Automatically for Incoming Communication":
      • Toggle off to disable: this would prevent the ticket screen from opening automatically when the item is pushed
      • Toggle on to enable:  this would cause the ticket screen to open automatically after the initial push notification
    4. Save the changes, reload the C4C UI and retest

See Also

KBA 3045667 - Live Activity Ticket Assignment Notification Pop Up


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


SAP Cloud for Customer core applications 2302