SAP Knowledge Base Article - Public

2677038 - Limited options available under the Actions button of each interaction

Symptom

Limited options available under the Actions button of each interaction.

Environment

SAP Cloud for Customer / Service / Fiori

Reproducing the Issue

  1. Go to the Ticket work center.
  2. Select the Tickets view.
  3. Open a random ticket.
  4. Select the Interactions facet.
  5. Click the Actions button.

You can see that you only have the Reply, Forward and View Details as options.

Cause

This is the expected system behavior.

Resolution

If the interaction is an outgoing e-mail then you only have the following options available: Reply, Forward and View Details.

Other options like Copy to Ticket, Split to New Ticket or Move to Existing Ticket are available for incoming e-mails only.

In case of a manually created ticket, the first outgoing e-mail will also have the options Move to Ticket and Move to Existing Ticket.

If there is a reply to the first outgoing e-mail of the manually created ticket then you have also the option Copy to Ticket.

Keywords

Ticket, Interactions, Reply, Forward, View Details, Copy to Ticket, Split to New Ticket, Move to Existing Ticket. , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions