2534723 - E-mail Interaction Was Deleted From Ticket

SAP Knowledge Base Article - Public

2534723 - E-mail Interaction Was Deleted From Ticket

Symptom

An e-mail interaction was deleted from a ticket.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to Tickets view.
  3. Open a ticket.
  4. Go to Interactions tab.

An e-mail interaction was deleted.

Cause

When an interaction is created in a ticket, the system will also create an activity for it.

If you delete the e-mail from the Activities work center, it will also be deleted from the ticket.

Resolution

This is the expected system behavior.

To avoid such deletions, you can hide the delete button from the Activities work center by following the steps below:

  1. Open the system in HTML5.
  2. Click on Adapt.
  3. Click on Edit Master Layout.
  4. Go to the Activities work center.
  5. Go to E-mails view.
  6. Hover the cursor on the table, over column Actions.
  7. Delete the column.

Keywords

KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP HYBRIS C4C 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