Default response type/communication arrangement on service ticket

[AndrewGriffin]

Hi all,

We have set up integration with HANA Cloud Portal in C4C, in addition to configuring email.

When accessing a service ticket you can reply to the "customer" (in our case an employee) via email or portal post, but email comes up as the default option.  To respond by portal post you click Add --> Portal Post.  How can we set portal post to be the default response type rather than email, but still giving the option for the user can respond by email by going Add --> Email Reply?

I cannot see any option for setting the default in the Communication System/Arrangement settings - can we control this?

Thanks for any ideas in advance!

Andrew.

[AndrewGriffin · Accepted solution]

There's been no further replies on this so I'll close the discussion.

[pushkar_ranjan]

Please leverage the dedicated SAP Cloud for Customer community at to ask these questions in the future.

Thank you.

[AndrewGriffin]

Is there no way to move it?

[AndrewGriffin]

It seems that this is dynamically determined based on the inbound channel.  It would still be nice to have configuration control over this so that a default response channel can be specified regardless of the inbound channel used.  I'll leave this post open for now in case anyone has ideas on how to set this.