You notice that the Channel field is empty under the Additional Information section of your Service Ticket, although the ticket was created via an active e-mail channel.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open any Ticket.
- See, in the Overview tab, under the Additional Information section, the source is E-mail and the Channel field is empty.
This behavior can be observed when a business user deletes the Reference Document ID, as well as the Reference Document Type, which causes the ticket to not have the e-mail references, causing an inconsistency in the Channel field.
The recommendation is to never delete the e-mail references for tickets which are created via an e-mail channel, otherwise, this and other unexpected inconsistencies may happen.
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