on 08-07-2018 6:35 PM
Hi experts
The client is getting the below error message whenever they try to get the next ticket (via Get Next Ticket option in Actions) while currently looking at a ticket with Status set to Open. See screenshot below.
Is this expected system behavior? If so, is there any way for functional consultants to configure removing this feature?
Thanks
Hi Denmar,
Below is the way Next Ticket feature behaves in C4C
1. It will find tickets which are either unassigned OR assigned to the user is executing this action.
If the ticket is unassigned, it will assign it to the current user. IF the ticket was already assigned to the user, it will just open it in a new screen.
2. If 'Get Next Ticket' action finds that the ticket which has the highest priority as per your configuration(Administrator->Service and Social->
Next Ticket Configuration)is same as the ticket from which this action was executed, then it will throw the pop-up "Please complete the current ticket before requesting new one"
And if you do not want "Get Next Ticket" feature to be used in Tickets, then please refer the Answer section in the blog
https://answers.sap.com/questions/84759/get-next-ticket-in-c4c.html to de-scope the question.
Regards,
Sandeep
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Does this mean that theres no chance to assign more than 1 unassigned ticket?
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