SAP Knowledge Base Article - Public

2754423 - Not Possible to Add Attachments from Library in Ticket Interactions

Symptom

You are trying to add attachments from library in the tickets, but there is no feasibility for the same.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Tickets workcenter
  2. Search for ticket ABC(where ABC is the id of the ticket)
  3. Open the ticket ABC
  4. Navigate to Interactions facet
  5. Select New and select the Email channel
  6. Select Attachments

Here you see that there is no option to add the attachments which are in library workcenter.

Cause

As of of now we do not support adding attachment from library in an Email from interactions screen. Also when you try to add attachment from ticket in Email, attachments other than library will come up.

Resolution

In reference to the current system design by the product team, it is not possible to add the attachments from library.

Keywords

Library, Attachments, Missing, Email , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions