SAP Knowledge Base Article - Public

2381519 - Outlook Plugin Has No Link To Tickets

Symptom

You have successfully installed the Outlook Plugin for C4C and notice that there is no link to link/ copy an e-mail to an existing Ticket, neither to start a new Ticket creation from an email.

Reproducing the Issue

Prerequisite: The current version of the Outlook Addin was successfully installed.

  1. Login to the Outlook App.
  2. Select any e-mail.
  3. Click Attach Mail > Add Reference.

Result: There is no option to link or copy Tickets.

Cause

The ability to handle Service Tickets from the Outlook plugin is currently not possible yet.

Resolution

It is already part of planned new enhancements.
The plan is to enable the ability to convert an email into a new Ticket, to attach an email to an existing Ticket, and to see open Tickets for the sender of an email.

However, we are currently unable to share an exact timeline for the delivery.

See Also

Further information can be found in the Administrator Guide: Enabling Microsoft Outlook for Service Users

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL. PLATFORM 1608 ; SAP LE APPL.PLATFORM 1702 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711