The Action Move to Existing Ticket is not available for the Ticket Interaction.
SAP Hyris Cloud for Customer
Reproducing the Issue
Go to the Service work center.
- Go to the Tickets view.
- Open Ticket ABC (ABC represents the Ticket ID).
- In the Interactions section of the Overview tab select the first Interaction.
- Scroll up and select the Actions wheel.
- The Action Move to Existing Ticket is not visible.
The Action Move to Existing Ticket is not supported for the first Interaction of a Ticket ID. This action is available for all inbound E-mails other than the first one.
Note: When the ticket is being created by an incoming email and there is only one interaction, the Move To Existing Ticket option will be available. If a response or auto response is made, the option will no longer be available.
This is the expected behaviour of the system.
Service, Tickets, Interactions, Actions, Move to Existing Ticket, first , KBA , interactions , service , tickets , actions , move to existing ticket , first , LOD-CRM-SRP , Service Request Processing , Product Enhancement