SAP Knowledge Base Article - Public

2561758 - The Action Move to Existing Ticket is Not Available For The First Interaction of a Ticket.

Symptom

The Action Move to Existing Ticket is not available for the Ticket Interaction.

Environment

SAP Hyris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. In the Interactions section of the Overview tab select the first Interaction.
  5. Scroll up and select the Actions wheel.
  6. The Action Move to Existing Ticket is not visible.

Cause

The Action Move to Existing Ticket is not supported for the first Interaction of a Ticket ID. This action is available for all inbound E-mails other than the first one.

Resolution

This is the expected behaviour of the system.

Keywords

Service, Tickets,  Interactions, Actions, Move to Existing Ticket, first , KBA , service , interactions , tickets , actions , move to existing ticket , first , LOD-CRM-SRP , Service Request Processing , Product Enhancement

Product

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