2528762 - Change selection of tickets in Unassociated e-mails

SAP Knowledge Base Article - Public

2528762 - Change selection of tickets in Unassociated e-mails

Symptom

Change selection of tickets in Unassociated Emails functionality on Assign to existing ticket.

Reproducing the Issue

  1. Go to Service. workcenter
  2. Go to Unassociated e-mails View.
  3. Highlight/Select on any of the unassociated e-mail and click on the gear icon/cog wheel icon and choose "Assign to Ticket" option.
  4. You will get a pop-up window with Ticket Value help and you can see all tickets are showing up in the value help.

Cause

Ticket search when "Assign to Ticket" of unassociated emails will show up all tickets (Manually created, Employee Support, Customer Support). You can not have any default filter which will show only Employee Support or Customer Support tickets specifically.

Resolution

As the Customer Support and Employee Support scenarios are enabled, the above is an expected behavior.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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