SAP Knowledge Base Article - Public

2994294 - Unable To Load Template Attachments To A Ticket Interaction

Symptom

You are trying to add template attachments to a ticket interaction, however the system keeps loading.

Environment

SAP Cloud for Customer

Reproducing the Issue

Pre-requisite: You have created a template that has several attachments.

  1. Go to the Service Work Center.
  2. Go to the Tickets view.
  3. Search and open ticket ID XXX (XXX represents the ticket ID).
  4. Go to the Interactions facet.
  5. Create a new reply.
  6. In the E-Mail editor add the template and select the Attachments icon.
  7. The page is loading. 

Cause

The template contains multiple attachments with the same first 32 characters.

Resolution

When there are multiple attachments with same name, the system adds a counter (such as picture, picture1) to the attachments with the same name. The attachment name is stored up to limited characters i.e. 32 characters in our system. If there is an attachment of name 32 characters or more, counter won't be added to the attachment and hence the ticket will stuck on click of attachments icon.

Keywords

Attachments, Tickets, Templates, Interaction, Loading , KBA , attachment , loading , editor , interaction , email , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer add-ins 2021 ; SAP Cloud for Customer core applications 2011