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Keyword based priority for tickets in C4C

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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3 Answers

  • Best Answer
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    Former Member
    Nov 24, 2016 at 05:13 PM

    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

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    Former Member
    Nov 24, 2016 at 10:26 AM

    Hello Saurabh,

    Please use the help document at : https://cp.hana.ondemand.com/dps/d/preview/0cec219614e94fd3bdd0f0561e9b70e0/1511/en-US/frameset.htm?1882565f763d1014b6a8e7ac0863966e.html

    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

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  • Dec 07, 2016 at 04:34 AM

    Hi Gabriele & Suraj,

    Thanks for helping me.

    Regards,

    Saurabh

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