When implementing SAP C4C we strive for maximal use of standard processes and limit the amount of custom development. However we do sometimes need to alter the flow just a little bit. Fortunately SAP has given us some enhancement spots for adding our own business logic.
In this blog I will demonstrate the step for implementing a BaDI or Enhancement Spot in C4C for the following use-case. My Customer wishes to change the default recipient of an email from a ticket based on the ticket type. So for customer created tickets this should be the Customer Contact, SAP Standard process, but for more internal tickets (that are customer oriented) the recipient should be the ticket owner.