SAP Knowledge Base Article - Public

2708140 - Unable to Preview the Attached File Under Ticket Interaction Tab

Symptom

When you reply or create a new e-mail under the interaction tab of a ticket, you are not able to preview an attachment after adding it.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket ID XYZ (XYZ represents the ID of the ticket). 
  4. Go to the Interactions tab.
  5. Click on Reply or New button.
  6. Add an attachment on the Attach button.
  7. Click on the Attachments button.
  8. Notice that there is no hyperlink to preview the recently attached document:
    Attachments.png
    "Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental." 

Cause

Currently there is no way to preview an attached file on the system under ticket Interactions tab.

Resolution

This is the system standard behavior.

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

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:
a) If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
b) 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 Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

Attachment; Ticket; Preview; Interactions; File; E-mail; Hyperlink; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions