SAP Knowledge Base Article - Public

2694686 - A Reply to a Ticket is Not Added in The Interactions of The Ticket Although The Ticket ID is Mentioned in The Subject of The Reply

Symptom

A customer replies to a Ticket but although the Ticket ID is mentioned in the Subject, the reply is not shown in the Ticket Interactions.

Instead, the E-Mail is listed in the Unassociated E-Mails View.

Environment

SAP Cloud for Customer

Reproducing the Issue

Pre-Requisite: The customer replied to Ticket ABC (ABC represents the Ticket ID) via E-Mail and the Ticket ID is mentioned in the Subject.

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC.
  4. Select the Interactions facet.

The incoming E-Mail reply from the customer is not shown in the Interactions of the Ticket.

Instead, the E-Mail is shown in the Unassociated E-Mails view.

Cause

The Ticket ID in the Subject of the E-Mail reply has been changed manually.

Example:

The format of the Ticket ID has been maintained as

Before sending the reply to the E-Mail, the customer changes the Ticket ID in the Subject (eg [ Ticket:_ABC ].

The system is therefore not able to recognise the Ticket ID and cannot add the Interaction to the existing Ticket. Therefore, the E-Mail is listed in the Unassociated E-Mails.

Resolution

This is the standard system behaviour in SAP Cloud for Customer.

To add the Unassociated E-Mail to the Ticket, please follow these steps:

  1. Go to the Service work center.
  2. Select the Unassociated E-Mails view.
  3. Select the E-Mail.
  4. Select the Actions button and choose the option Assign to Existing Ticket.
  5. Select Ticket ABC.
  6. Select the OK button.

Keywords

Ticket ID Unassociated E-Mail not added Subject changed manual manually , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions