You are using the data source All Emails with Predecessor Ticket, however it does not return any data.
SAP Hybris Cloud for Customer
Reproducing the Issue
Go to the work center Business Analytics.
Go to the view Design Data Sources.
Search for All Emails with Predecessor Ticket.
- Click on Preview.
No records are returned.
This data source only shows tickets that have an email text, and also have predecessor tickets. There are no such tickets in your system, hence the data source is empty.
This is the correct system behaviour. To check if a ticket fulfils the above conditions, you can proceed as follows:
- Go to the Service work center, view Tickets.
- Open the respective ticket.
- In the Overview tab, under Interactions, check if there are any emails.
- In the tab Related Items, check if there are preceding items of type Ticket.
KBA , LOD-CRM-ANA-SRV , Analytics for Service & Social , Problem