2448054 - Customer Updated Flag Is Not Filled for Ticket Created from Unassociated E-mail

SAP Knowledge Base Article - Public

2448054 - Customer Updated Flag Is Not Filled for Ticket Created from Unassociated E-mail

Symptom

Customer Updated flag is not being marked automatically even if there is a customer update within the Ticket.

Environment

SAP Hybris Cloud for Customer 1802 and higher.

Reproducing the Issue

  1. Go to the Service work center.
  2. Selec the Unassociated E-mails view.
  3. Select line for e-mail ABC (ABC reprents the e-mail Name).
  4. Click on the cogwheel icon and select Convert to New Ticket.
  5. Save and open.

Note that even though the ticket has been created from a customer e-mail, the Customer Updated box is not checked.A

Cause

As of now, the flag is only checked when the e-mail from customer is added by the system automatically. Any manual change, such as conversion of unassociated e-mails, creation from another ticket or manual e-mail creation, won't trigger the box.

Resolution

This is the expected system behavior. When the agent replies to customer and receives feedback, the e-mail will be added automatically by the system and the flag will work as expected.

If you need this changed you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Customer Updated ; Ticket ; E-mail ; Unassociated E-mail ; Convert to New Ticket , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer all versions