SAP Knowledge Base Article - Public

2684161 - How to Link the Ticket as a Predecessor to EMail Using Data Workbench?

Symptom

Your requirement is to link the EMails with Service Ticket. You want to understand which Data Workbench object supports the business use case.

Environment

SAP Hybris Cloud for Customer

Resolution

Using the Data Workbench object EMail Follow up and Related Items, you can link Ticket as Predecessor to EMail.

You may follow the below steps in your system:

  1. Login to the HTML5 client
  2. Go to Data Workbench workcenter
  3. Go to the Import view
  4. Select the radio button Individual Objects
  5. Go to Import tab
  6. Select the object EMail Follow up and Related Items
  7. Download the Metadata
  8. Fill the file with the below data:
  9. BTD-ID which is ID field should be existing Ticket ID 
  10. BTD_Type_Code which is TypeCode field should be 118
  11. BTD_Role_Code which is RoleCode field should be 1
  12. EMailID should be Mail ID
  13. Select Next and Browse for the file
  14. Select Upload
  15. Choose Next
  16. Select Import
  17. In the Monitor tab, check for the progress of the respective Task ID

 To check if the EMails are linked with Service Ticket:

  1. Go to Activities workcenter
  2. Go to E-Mails view
  3. Find the EMail ID YYYYY and open the EMail (where YYYYY represents the EMail ID)
  4. Go to Document Flow tab
  5. You will be able to see the EMail linked with Service Ticket 

To check if the EMails are available in Service Ticket:

  1. Go to Service workcenter
  2. Go to Tickets view
  3. Find the Ticket ID XXXXX and open the Ticket (where XXXXX represents the EMail ID)
  4. Go to the Interactions tab
  5. You will be able to see the EMail

To manually link the Emails with Service Ticket, you may follow the below steps:

  1. Go to Service workcenter
  2. Go to Unassociated E-Mails view
  3. Select the incoming E-Mail
  4. Choose Actions which is the gear icon at the top right corner of the screen
  5. Select Convert to New Ticket or Assign to Existing Ticket

Keywords

EMail Follow up and Related Items, Service Request Item Preceeding and Follow-up Items, Ticket as Predecessor to EMail , KBA , email follow up and related items , ticket as predecessor to email , LOD-CRM-PM-SRV , C4C Product Management - Service , Problem

Product

SAP Cloud for Customer all versions