SAP Knowledge Base Article - Public

3093116 - Empty E-mail Channel under Additional Information Section of Service Ticket

Symptom

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.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any Ticket.
  4. See, in the Overview tab, under the Additional Information section, the source is E-mail and the Channel field is empty.

Cause

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.

Resolution

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.

Keywords

E-mail, Email, E-mail Channel, Email Channel, Channel, Empty, Blank, Additional Information, Overview, Ticket, Service Ticket, Service Request, C4C, Cloud for Customer, Reference Document ID, Reference Document Type, Delete, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions