SAP Knowledge Base Article - Public

2695782 - The Ticket's Email Content are not Completely Visible

Symptom

In the Ticket's Interaction facet, the detail content of email are in collapse mode.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for Ticket LMN (where LMN is the ticket id ) and open it.
  4. Go to the Interaction facet.

You can see only the first/recent interaction is showing all the contents, whereas all the below email interaction are collapse.

Cause

We are only allowing the latest interaction content to display completely .You need to expand/collapse below interactions to see/hide the complete content accordingly.

Resolution

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for Ticket LMN and open it.
  4. Go to the Interaction facet.
  5. Select the interaction whose content you want to view and click on the expand option provided to see complete/detail content of it.

Keywords

Ticket Interaction , Email Content , KBA , email collapse , content not visible , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions