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C4C option to Escalate a Service Ticket

Hi all,

We have been asked if we can remove the escalation functionality from the service ticket in Cloud for Customer as this will not be used by the customer.  Is there a way to do this in fine tuning or configuration, or is the only option for the Escalate/De-escalate button to be removed using the SDK?

Thanks,

Andrew

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5 Answers

  • Best Answer
    Dec 22, 2015 at 10:43 AM

    There have been no responses on this so I'll have to assume it can only be done through the SDK - I'll close the message.

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  • Nov 22, 2015 at 11:51 PM

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

    Thank you.

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    Former Member
    Apr 05, 2016 at 04:47 AM

    Hi Griffin,

    I am also looking for the similar development. I couldn't find the Ticket screen in SDK configuration explorer pls help me with the technical details to enhance the Service Ticket screen through SDK.

    Thank you!

    Regards

    Swadini

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    • Former Member

      Hi Swadini ,

      If you want enhance the standard Screen follow these steps , it will help you

      1. Enhance the Std BO

      2. Right click on XBO (std BO) and say enhance screen , here you have to select which screen you want enhance

      3. then open the enhanced screen in UI designer and use Extensibility Explorer to modify the Std Screen.

      Regards

      Ravi

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    Former Member
    Apr 06, 2016 at 09:39 AM

    Thanks a lot Andrew.

    And for additional enhancement, I need to add new button in the service. Could you please assist me on adding new button to Service ticket through SDK.

    Regards,

    Swadini

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    Former Member
    Apr 06, 2016 at 10:59 AM

    Thanks for quick response Griffin.

    Will check with the OpenSAP course too.

    Then, I am able to create custom buttons in sales and other related transactions through SDK. But in case of this Service, I couldn't find the screen name or related information in configuration explorer of UI designer.

    If I could find the path, then can do it through extensibility explorer. Pls suggest with your inputs on this.

    Regards

    Swadini S

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