SAP Community - Service Ticket Intelligence

modelling/training in SAP Leonardo machine learning using Service Ticket Intelligence

2018-03-08T10:41:07+01:00

I was trying out the SAP Ticket Intelligence service using the sandbox api provided by SAP.
While the recommendation and classification API are working fine, facing issues with training model

how to train model in service ticket intelligence in sap machine learning

2018-03-08T10:42:57+01:00

I was trying out the SAP Ticket Intelligence service using the sandbox api provided by SAP.
While the recommendation and classification API are working fine, facing issues with training model

How do we do Model Training in SAP Service Ticket Intelligence

2018-07-09T07:08:50+02:00

In Service Ticket Intelligence Business APIs, we had found APIs for text classification and Recommendation.But we havent found any model training APIs for training the model with the text data. They do have retraining model of image classification, but unable to find it for text classification. Could you please help us on the same.

How to identify my licence key

2018-09-17T06:08:07+02:00

Hello,

We need to install SAP crystal reports onto a new device however we do not have a record of our licence key number.

From within the application the licence key is half hidden.

Can I please have some assistance with this?

Cheers

Ange

Landscape for (Business) Services on SCP

2020-01-08T11:12:59+01:00

Hi all,

we are currently thinking to use different Services, which are provided by the SAP Cloud Platform, for example the Service Ticket Intelligence. Are there any recommendation how to create an efficient 3 - tier landscape (make this sense at all in this scenario) with included the connection to the respective SAP Backend.

Does I need in the Cloud, e.g., a DEV, QA, PRD also for the Services like STI (respective spaces) and how is there the difference for using Self-Developments.

Thanks in advance.

Julian

Auto creation of ticket from phone call interaction ticket

2021-03-19T20:32:49+01:00

We have a business requirement to auto-create tickets from inbound phone call interactions.

Any ideas on how to proceed on this?

Ticket Intelligence: Ticket Categorization UI Actions

2021-03-30T00:58:56+02:00

Hi SAP Universe,

We have set up Ticket Categorization via Ticket Intelligence and the category is successfully predicted however we don't have the green ring beside the Incident Category field which it predicted. The Machine Learning guide indicates there should be such a feature but do you have to enable this? Please advise where this can be turned on.

green-ring.png

Thanks,

Vincent

C4C (SAP Service Cloud) email routing to teams (org units).

2021-05-06T19:19:19+02:00

Hello Experts,

Please can you help with the following scenario within C4C service (SAP Service Cloud) :

We have hundreds (and to be thousands) of retail stores.
Each store would like to "handle" the tickets/service requests that are raised by customers of that store via email channel.
Each store would like the tickets/service requests directly routed to them upon the customer sending in the email.

The question is a "routing" one :

Is there a way to "route" the email from the customer to the appropriate store without having to create 1 email channel per store. For example give all customers the same email address but somehow "route" them to a specific store based on a characteristic other than the email address. (For example can we use the subject field or some other attribute of the incoming email for routing purposes).

Solutions based on standard config (routing rules etc) would be preferred, but PDI solutions would be ok too. Any ideas appreciated!

Product External IDs in Ticket NLP Classification

2021-09-10T17:40:23+02:00

Dear Members,
in our Service Ticket scenario, in the e-mail received, are mentioned Product External IDs (ERP Material IDs) and not C4C Product IDs (and those IDs are not the same).

Ticket NLP Classification extracts a product ID number from the text of the email received and fills in the Product and Product ID fields, but (unfortunately) doesn't consider Product External IDs.

As in many cases SAP ERP Product IDs are well known also by customers and those IDs are mentioned in service ticket e-mails, this functionality could allow users to save time in ticket compilation.

Is there any possibility to reach this behaviour (reading external SAP Product IDs) using sdk?

Thank you,
Regards,
Valentina

propierties

2021-12-27T16:36:20+01:00

hey I want to get the list of properties used on the service calls in the postman

i hope to select all the options of priorities i guesse its 3 low;hight and medium to load in a combobox

Questions answering methods other than Chatbots

2022-01-08T15:00:35+01:00

Hi there,

I'm working on my thesis, where I have to build a smart question answering App.

It should be something similar to what you have here.

In our App customers ask questions and give feedbacks. We want to find a way to answer the similar asked questions that are not 100% the same but have the same answer automatically.

I want to use Machine Learning (Or maybe another more efficient way if existed) so the questions which we already have answers to in the database will be answered automatically.

I want to see if there is any other, maybe easier or maybe more efficient way than Chatbots

Questions answering/suggesting methods

2022-01-14T23:23:26+01:00

Hi there,

I'm working on my thesis, where I have to build a smart question answering App.

Precisely what I need, the feature “Questions that might be similar to yours” that is implemented in the Ask a Question page is. (Not Chatbots)

I want to use Machine Learning, so the questions which we already have answers to in the database will be shown as similar asked questions.

Kind regards,

Batoul

Providing Tickets

2022-04-03T13:43:06+02:00

Anyone please give me the real time ticket & solution like the above mentioned type

SAP Commisson - Do we have ML model for predict and forecast the business

2022-04-25T14:17:15+02:00

Hi,

We are using the SAP Commission module - any module is there that integrate with SAP commission and provide the forecast of business/sales.

C4C (SAP Service Cloud) ticket type assignment

2022-07-01T09:40:40+02:00

Only customer support tickets is scoped in the system. We will new sub tickets under a main ticket. But we found that the ticket type was not the same as the main ticket.

Question: how to set the sub ticket type to be automated assigned as same as the main ticket when we create a new sub ticket under a main ticket?

C4C SLA configuration

2022-07-05T08:58:39+02:00

Hi experts,

we need to configure the SLA in C4C for online service which contain variations against different conditions.

maintenance A - working hour (9am - 6pm) in 5 days. The feedback due date is +1 working day for email and letter enquiry.

maintenance B - outside working hour. The feedback due date is +2 working days for email and letter enquiry.

how can this be achieve in C4C?

Implementation of Domain Warning Message for Non-Business Required Email Addresses on Ticket Screen

2024-02-22T09:21:28.749000+01:00

Dear Experts,

At the interaction level on the ticket screen, when a user enters a domain in the "To" field that is not business-required, we need to display a warning message (as a pop / Dialog box ) asking if they wish to proceed.

is it possible to enhance as per the requirememt?
Attached img for reference.

Regards,
Tanuja T.

Assigning to tickets to the last processor of the ticket

2024-08-13T09:47:06.657000+02:00

I have located a setting in SAP C4C under the following path:
Implementation Projects -> Edit Project Scope -> Questions -> Service -> Customer Care -> Service Request Management.

The specific setting is "Assigning tickets to the last processor of the ticket" (Enable automatic processor assignment to the logged-in user when the logged-in user responds to the ticket which is unassigned).

Based on the description, this setting seems to meet my requirements. However, I am unable to find any detailed information on how this functionality works and how to properly configure it.

Several customers reporting that they haven't received emails that were sent from C4C

2024-12-16T18:51:59.155000+01:00

Dear SAP Experts,

We have several reports from our customers that for a number of emails sent from us from within c4c "that they have not recived an answer from us". We don't currently know whether these emails actually went into the customers spam/junk or if they were not delivered at all.

I have checked :

DKIM and DMARC were already in place at the time that the emails were sent.
DKIM/DMARC/SPF currently pass.
On the case/ticket there is no indication that the email was "bounced" and the bounced indicator in activies->emails = false.
I have tested sending emails to my email from the same channel in c4c and all received without issue.

Has anyone else had experience of this and if so, what was the cause and/or resolution. Thanks,

Samir

(fyi I have also reported to SAP via incident in parallel with full details of a specific example for them to check the delivery, but from my experience that will usually take a lot of hard work and time and I may not get a meaningful response from them in the end so asking here in parallel).

HTML Template used in the Service Ticket does not show custom font

2025-07-02T11:40:56.244000+02:00

Dear all,

I kindly ask for your support regarding a consistency issue in our customer communications. We have created an HTML template to be used as a reply template in our service tickets. This template includes our corporate design elements, such as a specific font type—Segoe UI. When the customer service agents type the email, the placeholder #Text# should add the typed text and show it to the customer.

The issue we are facing is that although Segoe UI displays correctly within C4C when the email is sent, it does not appear as intended in Outlook. Instead, Outlook defaults to a different font (Calibri) when the email is received.

Could you please help me understand why the custom font does not render correctly in Outlook? I am aware that Segoe UI is not part of the font selection list in C4C. Is there a way to override this font list either through the application settings or directly within the HTML template?

If overriding via the HTML template is not feasible, could you advise on alternative solutions to ensure font consistency across all email clients?

Thank you very much for your assistance.