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Enabling Summary for C4C Employee Support Tickets

Oct 27, 2016 at 08:03 AM


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When trying to generate a summary from an employee support ticket in C4C (Summary > Preview Summary) we're getting either a blank page (HTML client) or spawning another C4C session window (Silverlight Client). Examining the Form Template Maintenance I don't see a form template listed for employee support tickets. I'm assuming that this is the root cause.

Can anyone suggest how to enable the appropriate form template and/or direct me as to resolve this issue?



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1 Answer

Best Answer
Gabriele Bodda
Nov 24, 2016 at 04:57 PM

Hi Stephen,

In release 1611 (and previous ones) there is a limitation regarding generating PDF summaries for employee support: you will only be able to achieve it if Customer Care is also in scope. Scoping Customer Care will enable the Form Template for Service Request, which is the one you need for any PDF summary for Tickets.

This limitation has been removed in 1702, so unless your requirement is very urgent we would recommend you wait for the upgrade and avoid complicating your scoping. With 1702, the Form Template for Service Request will be enabled also when only Employee Support is in scope.

Kind regards,

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