Images and attachments are missing in ticket interactions, when you reply to the existing ticket from interactions tab.
SAP CLOUD FOR CUSTOMER
Reproducing the Issue
- Go to the Service work center.
- Choose the view Tickets.
- Search for XYZ (XYZ represents ticket id).
- Choose the Ticket and open it.
- Go to the Interactions tab.
- Choose the button Reply.
- The Attachments are not to copied to this reply.
It is an existing system behavior, on forwarding or reply, we do not carry over images or screenshots purposely as this will cause performance problems.
Images and attachments are missing, when you reply to the existing ticket interactions. It is an existing system behavior and is planned to be enhanced in future release.
The only option available, is to download the images from the incoming email and add it back manually.
Images missing, Ticket interactions, reply attachments missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem