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Document type under customer support are not visible in tickets

Hi All,

In my c4c system ,both customer type support and employee support are added to the projects.In the ticket creation screen none of the document type including the standard document type of customer support is visble. Please help me out.

Thanks in advance

Rashmi Ranjan

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  • Hi Rashmi,

    Please check the implementation project status, because if both the customer and employee are scoped then both these should be available in drop down if the project status is fine then please contact SAP through incident.

    how it works is, when you create a new ticket either from quick create of normal create, you can select the type from the drop down and the subsequent ticket that you will create will pick the type that was chosen for the previous ticket.

    Regards,

    Suresh.

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5 Answers

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    Former Member
    Nov 23, 2016 at 12:09 AM

    Hi Rashmi,

    Alexandra is correct.

    The product does not support anymore the scenario of a single user working on both Customer Service and Employee Support tickets, as this created a lot of unnecessary complexity. If a user has the Employee Support workcenter assigned, than the system will consider him an Employee Support agent, and only offer the ability to create Employee support tickets. So if you want to be able to create Customer Service tickets, you need to remove the Employee Support workcenter from your user.

    It is actually not recommended to scope both Employee Support and Customer Service in the same tenant, besides for testing purposes. The two scenario almost always require different categories, different routing rules, different SLAs, and different agents. So even within the same company, it is usually easier to have one tenant for customer service, and another for internal employee support.

    Kind regards,
    Gab

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    Former Member
    Oct 11, 2016 at 07:44 PM

    Hi Rashmi,

    you can try to "adapt", "Edit master data". Maybe the field is not show.

    Best Regards

    Renato

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  • Oct 13, 2016 at 08:43 PM

    HI Renato,

    In the screen the field is already there.The document type of customer supports are not available there in the drop down but the document type of employee support is there in the drop down.

    Please let me know if you require more details.

    Regards

    Rashmi Ranjan

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  • Nov 14, 2016 at 09:59 AM

    Hello,

    This used to be different in the past but I noticed that now it will show you only employee service ticket types if your user has the Employee Support work center view assigned. If not, it will only show customer service ticket types.

    Regards, Alexandra

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  • Dec 22, 2016 at 08:55 AM

    Thanks for detailed explanation

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