SAP Knowledge Base Article - Public

2696532 - Copied Tickets Loses Interactions Formatting

Symptom

When copying a Ticket, the new Ticket generated does not have the Interactions formatting maintained. Images per example are not being copied.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Using Fiori UI go to the Service workcenter.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the subject of the Ticket).
  4. Go to the Interactions facet. Check that this ticket has some interactions containing images.
  5. Now click on Actions.
  6. Select the option Copy. A new Ticket will be created as a copy of this Ticket.
  7. Now open the new Ticket ABC (ABC represents the new ticket created via copy function).
  8. Go to the Interactions facet. The new Ticket does not have the images being displayed.

 

Cause

This is the current behavior with the copy of Ticket emails. When an email is copied from one Ticket to another, it is created a note in the target Ticket with the plain text content of email only.
So the all the styling and images of the email won't come in the target Ticket.

Resolution

This is the expected behavior for the Service scenario and it is based on how the system was initially designed. In case you have a request for a different behavior, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center. Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page


An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Ticket; Copied; Email; Interactions; Formatting; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer all versions