C4C workflow for sub-ticket notification

[former_member633462]

Hello,

We are using C4C (HANA cloud) system for creating tickets when a customer sends a email or phones.

Assume a ticket 203045 was created for customer John and assigned to me (agent-1), if John calls when I agent-1 not working and agent-2 creates a sub-ticket 203143 for the main ticket (203045). The requirement is to notify agent-1 (using notification - bell icon) that sub-ticket 203143 was created.

I tried to create Workflow Rule for business object "Ticket", while defining a condition I was expecting to see "Main Ticket" but I couldn't. Dose anyone know how to add the "Main Ticket" filed in here? or is there any other way to satisfy the requirement?

Thanks,

Steve

[tamitdassharma]

Hello Stephen,

Is this a B2B or B2C scenario?

[Former Member]

Hi Stephen,

The 'Source' field can be used to make a distinction between main and sub-tickets.

For example, the system will assign Source 'E-mail' to tickets created via e-mail. Sub-Tickets created manually have by default Source 'Manual data entry'. The Source field can be used in a workflow rule.

[tamitdassharma · Accepted solution]

Hello Stephen,

The value 'Main Ticket' is not available in the fields value list. However, you can define a custom field on the Ticket BO which will show up in the field value list and then probably you can define a workflow rule to achieve the functionality of notifying agent 1 when a sub ticket is created.

Let me know if this solution suffices your requirement and helps you achieve the desired functionality.

[former_member633462 · Accepted solution]

Thanks 🙂

[tamitdassharma · Accepted solution]

You're welcome Stephen.