Tickets are not visble in the ticket facet of the Account.
Reproducing the Issue
- Go to the Customer work center.
- Go to Accounts view.
- Open an Account.
- Go to the Tickets facet.
Tickets are missing in the Ticket facet.
The Account does not have an e-mail address maintained.
For the Tickets to appear in the Ticket facet of an Acount, you need to make sure that the Account has an e-mail address maintained which is not of the main contact and then trigger an e-mail to the Account.
When a ticket is created via E-mail channel and the incoming e-mail is of the main contact then the ticket get aassociated to the Contact and not to the Account.
If the Account has an e-mail address maintained, only then the Ticket would be visible in the Tickets facet of Account.
KBA , LOD-CRM-SRP , Service Request Processing , How To