SAP Knowledge Base Article - Public

3664661 - live activity setting "open details automatically for incoming communication" not configurable per business role

Symptom

The live activity setting "Open details automatically for incoming communication" cannot be configured to apply only to specific business roles.

The setting can only be turned on or off globally, not per role or business unit.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to the work center Administrator > Service and Social.
  2. Open Live Activity Configuration.
  3. Enable the setting "Open details automatically for incoming communication".
  4. Observe that the setting applies globally and cannot be restricted to specific business units.

Cause

The live activity configuration does not support role- or business-unit-specific settings.

Resolution

The current system behaviour does not allow configuration of the "Open details automatically for incoming communication" setting for specific business units or roles.

Users are advised to register this requirement as a feature request on the Influence forum or vote for an existing suggestion if applicable.

See Also

Refer to: SAP Influence Forum for submitting feature requests.

Keywords

live activity, open details automatically for incoming communication, business unit configuration, role-specific settings, live activity configuration, multiple incoming calls, ticket details cleared, feature request, influence forum, global setting, live activity issue. , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions