SAP Knowledge Base Article - Public

2583027 - Outbound reply in a Ticket do not carry Screenshots in the reply to a Ticket Communication


Outbound reply in a Ticket do not carry Screenshots in the reply to a Ticket Communication.

Reproducing the Issue

  1. Go to Services WorkCenter.
  2. Go to Ticket View.
  3. Go to Ticket ABC (ABC represents the id of the Ticket).
  4. Click on Compose New E-mail or reply to existing interaction. Make sure you uncheck Use Microsoft Outlook option.
  5. Add any screenshot to the E-mail by performing Copy and Paste of the Image into the E-mail reply.
  6. Click on Send.
  7. You can see that the reciever will not be able to get/see the screenshot sent in the E-mail reply of the Ticket interaction.


It is an expected behaviour that Screenshots that are copied and pasted into the reply are not sent to the customer.


To send screenshots or images to customer via E-mail reply, you need to attach them to the e-mail. That way, pictures or any other files can be sent to the customer.

You can look for "Add:Attachment" link at the bottom on the page to attach files/images to the response E-mail.


Attachment, Screenshots, Images, Files, Ticket Response , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1711 (old) ; SAP Cloud for Customer core applications 1802 (old) ; SAP Hybris Cloud for Customer add-ins 1711