SAP Knowledge Base Article - Public

2704465 - The Tracking of E-Mail Activities Triggered by Workflow Rules Does Not Work For Tickets


The tracking of E-mail and Messaging Activities triggered by Workflow Rules does not work for Tickets.


SAP Cloud for Customer

Reproducing the Issue


You have set up a Workflow Rule that sends an E-Mail for the Business Object Ticket and you have set the flag to always create an E-Mail Activity.

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Document Flow facet.

The E-Mail Activity is not linked to the Ticket.


The Tracking of E-Mail and Messaging Activities triggered by Workflow Rules is not supported for Tickets due to the possibility of data inconsistencies.


This is the expected system behaviour in SAP Cloud for Customer.


Tickets E-Mail SMS Workflow Rule Activity Linked Document Flow , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions