SAP Knowledge Base Article - Public

2593288 - You Have Converted an Unassociated Email to a Ticket But The Email is Still Visible


You have converted an unassociated email to a ticket but you notice that the email is still visible in the Unassociated Emails view.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Unassociated Emails view.
  3. Open an email ABC (ABC represents email ID).
  4. Click the Actions button and select Convert to New Ticket. 
  5. When the UI loads, observe the unassociated email that you just converted is still visible in the OWL.


This is usually caused due to locking issues where the email activity is locked and you try to edit some attributes.

One such situation where this can occur is when a user opens the TI (Thing Inspector) of an unassociated email in edit mode and then converts the email to a ticket. This can sometimes lead to a locking situation where the data is not completely saved against the email activity and the association of the unassociated email and the ticket is not complete.


Convert the unassociated email to a ticket in Read Only mode if performing the action via the TI. Alternatively you can select the unassociated email in the OWL of the Unassociated Email view and convert using the actions available.

If you do open the email activity in edit mode, please ensure you save your work and leave edit mode first before converting to a new ticket.

Our development team have a planned correction to implement into the system to address this. However the timeline is not yet confirmed.


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