You are working with e-mail channels on Cloud for Customer but has noticed that when an e-mail is sent from the Overview facet of a Ticket, the newly created interaction is not shown on the Interactions Pane.
SAP Cloud for Customer
Reproducing the Issue
Go to the Service work center.
- Select the Tickets view.
- Open Ticket ID XYZ (XYZ represents a Ticket ID that has been created via an E-mail Channel).
- On the Overview, go to the Reply Pane and click to Compose New E-mail.
- Fill in the data and click on Send.
- The message "E-mail sent successfully" is shown, however, the e-mail is not seen on the Interactions Pane.
There is no auto-referesh of the Ticker screen when the e-mail is sent. This is done to avoid performance issues.
To see the e-mail you can either go to the Interactions Facet or click on the button Refresh to manually refresh the screen.
e-mail ; interactions ; refresh ; reply ; compose new e-mail ; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To