SAP Knowledge Base Article - Public

2710256 - The Interactions are Removed in a Depersonalized Ticket

Symptom

When you depersonalize a ticket, the interactions are removed.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select line for Ticket XYZ (XYZ represents the ID of the Ticket).
  4. Click on the cogwheel icon for actions and select Depersonalize.
  5. Click on OK.
  6. Open the ticket XYZ.
  7. Notice that the interactions are no longer available.

Cause

All interactions and the references to them are removed from Ticket depersonalization.

Resolution

This is the standard behavior of the system.

If you need this functionality urgently 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:

  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

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices. 

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

See Also

SAP Cloud for Customer Security Guide

2635757 - The Action Depersonalize is Not Available For Tickets

2637095 - When Trying to Depersonalize a Ticket Multiple Error Messages Are Displayed

2704238 - Tickets GDPR Not Available for Employee Support

Keywords

Ticket; Depersonalize; Interactions; Removed; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions