Keyword based priority for tickets in C4C

[former_member189296]

Hi Pros,

We want keyword based priority change of ticket in SAP C4C. For e.g. if ticket contains some keywords such as blast, blasted, facebook Etc then these tickets should be changed to priority of Immediate. How can we do this? I'm not able to do this with Workflow rules or Routing rule . Please help

Regards,

Saurabh Sharma

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[Former Member · Accepted solution]

Hi Saurabh,

You can also achieve the same result by using workflow rules. You can configure rules on the ticket Subject, checking for specific keywords and using a Field Update to change the priority accordingly. It is currently not possible to define such rules on the ticket Description or on other long texts, but for social media the ticket Subject is usually long enough to contain the whole message.

Kind regards,
Gab

[former_member189296]

Hi Gabriele & Suraj,

Thanks for helping me.

Regards,

Saurabh

[Former Member]

Hello Saurabh,

Please use the help document at : https://cp.hana.ondemand.com/dps/d/preview/0cec219614e94fd3bdd0f0561e9b70e0/1511/en-US/frameset.htm?...

This would give you a fair idea on Configuring Social Media Message Prioritization Settings

Please do let me know if you have any further questions.

Thank you.

Suraj