How to archive the end-customer in a Ticket and/or Opportunity to see the end-to-end relationship ?

[pavla_bockova]

Hi SAP Team,

Please share with us SAP best practice on following:

When we receive a Ticket in C4C from our Distributor, we want to create a 'link' (in this Ticket) to the end-customer.

We can go to Ticket´s Involved Parties tab and we can add the end-customer as Indirect Customer role.

But than, when we go to that Indirect Customer, we do not see this Ticket below him.

We want to know this because we can receive a new Ticket from another Distributor but for the same end-customer. We want to be able to go to the end-customer and below that Account we would like to see Ticket A was created via the Distributor A, Ticket B was created via the Distributor B. etc.

Thank you for your advice.

BR Pavla

SEP DevOps Support Specialist

SKF ERP Program, SKF IT

[PacoRuiz]

Hi Pavla,

in order to see all the tickets related with a customer into his tickets tab, you need to use this query:

This image is for individual customers, the same query is available for accounts but named "Tickets Involving Account in Any Role"

In addition, please vote this idea for having the End Customer role available as field into the overview page:

https://influence.sap.com/sap/ino/#/idea/295381

BR,

Paco Ruiz

[AnkushPashine]

Hello Pavla,

Ticket created for any Customer/Account can be seen under Ticket facet of that Customer . Please ensure the

ticket facet is not hidden in customer screen (via Adaptation/Personalization) .

Thanks and Regards,

Ankush Pashine

[pavla_bockova]

Hi Ankush,

thank you for your reply but our Business scenario is a little bit complex.

We have our direct customers who we are directly in daily contact with and than we have indirect customers who are served by our authorized distributors/dealers.

Sometimes it happens one indirect customer is served by several authorized distributors/dealers.

And in this case we can received the same Request/Ticket from several authorized distributors/dealers but all of them will ask the same thing/question/inquiry for the same indirect customer.

And so we would like to see all these Requests/Tickets under both, under the indirect customer as well as under the authorized distributor/dealers.

So, when 3 authorized distributors/dealers will ask the same thing/question/inquiry for the same indirect customer, we want to see 3 Requests/Tickets under the indirect customer and each one also under each authorized distributor/dealer.

And in the Ticket facet under that indirect customer, we would like to understand from the first look which Request/Ticket was requested by which authorized distributor/dealer.

How to handle such cases?

Thank you for your advice.

BR Pavla

SEP DevOps Support Specialist

SKF ERP Program, SKF IT