SAP Knowledge Base Article - Public

2943616 - Split to New Ticket Option not Available on Timeline View

Symptom

You are using tickets and unable to see the “Split to New Ticket” action on an email in the Timeline facet.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service Work Center.
  2. Select the Tickets View.
  3. Open Ticket ID XYZ (XYZ represents the Ticket ID).
  4. Select the Timeline facet.
  5. You see that outgoing emails do not have the “Split to New Ticket” action.

Cause

This is expected system behavior.

Resolution

Per standard system behavior:  The “Split to New Ticket” action is available only on all incoming emails that have not been responded to.  This action is not available on outgoing emails.

Keywords

Split to New Ticket ; Timeline Interactions ; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer core applications all versions