SAP Knowledge Base Article - Public

2977404 - Action "Associate to Existing Ticket" Not Possible for Completed E-mails

Symptom

You are trying to associate an e-mail ID XYZ with a ticket ID ABC, but the "Actions" button is missing or the "Associate to Existing Ticket" action is grayed out.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Activities workcenter and then E-mails view.
  2. Open e-mail ID XYZ, that has its status "Completed"
  3. See that there's no "Actions" button or the "Associate to Existing Ticket" is grayed out. 

Cause

This is the expected system behavior. You cannot associate an e-mail with status "Completed" to an existing ticket.

Resolution

You can associate e-mails with status "Open" to tickets.

As a workaround for the ones with status "Completed" you can:

  1. Inside the completed e-mail ID XYZ, go to "Related Items" tab. 
  2. In "Related Items" pane, click in "Add" and choose "Ticket" as type. 
  3. Choose ticket ID ABC and save it. 

See Also

   2871121 - Email Not Visible on Ticket Interactions

Keywords

E-mail ; Ticket ; Activities ; Assign ; Existing ; Grayed out ; , KBA , LOD-CRM-ACT , Activities , How To

Product

SAP Cloud for Customer core applications 2008