Symptom
You have created a workflow rule for a Ticket to send an E-Mail.
However, the E-Mail does not show up in the Ticket Interactions section.
Environment
SAP Cloud for Customer.
Reproducing the Issue
- Go to the Service work center.
- Select to the Tickets view.
- Open the Ticket ABC (ABC represents the Ticket ID).
- Select the Interactions facet.
In the Interactions, the E-Mail sent from the workflow rule is not displayed.
Cause
The system only shows E-Mails sent from Workflow Rules in the Ticket Interactions, when the Subject contains the Ticket ID with the pattern: [ Ticket: #TICKETID# ] Subject or #TICKETID# - Subject (As per configuration under E-mail channel, Subject Pattern)
Resolution
This is the expected system behavior.
To add the Ticket ID to the Subject of the E-Mail, please follow these steps:
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Go to the Administrator work center.
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Select the Workflow Rules view.
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Select the Edit button for Workflow Rule DEF (DEF represents the Workflow Rule Description).
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Select the Next button until you reach Step 3: Define Actions.
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Add the following Text to the Subject: [ Ticket: #TICKETID# ] Subject or #TICKETID# - Subject (As per configuration under E-mail channel, Subject Pattern)
The following steps are optional and only need to be performed, if there is no Placeholder for the Ticket ID already present:
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In the Placeholders section select the Add Row button.
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Maintain the following value in the Placeholder Text field: #TICKETID#.
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Select the value Ticket ID from the dropdown List.
You also need to select the option Create E-Mail Activity. If there is no E-Mail activity created for the outgoing messages, then this is not stored in the UI and therefore the E-Mail will not be displayed as interaction.
After performing and saving these changes, the E-Mails sent by the workflow Rule will be displayed in the Interactions of the Ticket.
Keywords
Ticket Interaction Workflow E-Mail Ticket ID missing not shown , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To