SAP Knowledge Base Article - Public

2704465 - The Tracking of E-Mail Activities Triggered by Workflow Rules Does Not Work For Tickets

Symptom

The tracking of E-mail and Messaging Activities triggered by Workflow Rules does not work for Tickets.

Environment

SAP Cloud for Customer

Reproducing the Issue

Pre-Requisite:

You have set up a Workflow Rule that sends an E-Mail for the Business Object Ticket and you have set the flag to always create an E-Mail Activity.

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Document Flow facet.

The E-Mail Activity is not linked to the Ticket.

Cause

The Tracking of E-Mail and Messaging Activities triggered by Workflow Rules is not supported for Tickets due to the possibility of data inconsistencies.

Resolution

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

Keywords

Tickets E-Mail SMS Workflow Rule Activity Linked Document Flow , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions