SAP Knowledge Base Article - Public

2515539 - Emails Sent From Tickets not Showing in Interaction History Facet of the Ticket

Symptom

E-mails sent from tickets is not showing in interaction history tab of the ticket

Reproducing the Issue

  1. Go to Service Work Center.
  2. Go to Tickets.
  3. Go to any Ticket TI and go to Overview and compose an e-mail or compose e-mail option in Interactions facet.
  4. Choose respective Business Partner(Contact, Employee etc).
  5. Save and send the e-mail.
  6. You can find the sent e-mail under work center: Activities > Emails for that Ticket.
  7. Go to Interactions View, you see that the sent e-mail is not recorded in the Interactions history of this Ticket.

Cause

Respective Channel's e-mail id for Sales/Service Org. Unit's e-mail id is not maintained.

Resolution

  1. Please maintain the Channel's e-mail id for Sales/Service Org. Unit's email id.
  2. For Org unit, e-mail id should either be replaced with e-mail id from the channel or create another fresh channel and maintain the same in the Sales/Service Org Unit's e-mail id.

Keywords

KBA , LOD-CRM-ACT , Activities , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1705 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711