3423347 - Default Interaction Type for Ticket Interactions

When you click New in the ticket Interactions tab, a new window opens with Email. You would like to change the default option to Portal.

SAP Cloud for Customer

1. Go to the Service work center
2. Go to the Tickets view
3. Open the Ticket 123 (Where 123 refers to the Ticket ID)
4. Go to the Interactions tab
5. Click New

Result: A new window opens with Email.

The option for a new window is selected automatically depending on the ticket source and if there is any interaction.

Scenario 1

If the ticket source is Manual data entry, a new window opens with Email.

Scenario 2

If the ticket source is Internet and there is no interaction, a new window opens with Email.

Scenario 3

If the ticket source is Internet and there is an interaction, a new window opens with Portal

This is the current system expected behavior.

ticket; interaction; email; e-mail; portal; default; option; setting , KBA , LOD-CRM-SRP , Service Request Processing , How To