SAP Knowledge Base Article - Public

2757421 - Sending An E-mail From A Draft Displays Date And Time Of Draft

Symptom

You are editing and sending an e-mail from a previous saved draft. The e-mail send displays the date and time of the created draft and not when the e-mail was send out.

Environment

SAP cCloud for Customer - Fiori

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket ID XXX (XX represents the ticket ID).
  4. Go to the Interactions facet.
  5. Click on New.
  6. Create and save the draft.
  7. Draft has been saved at AAA (AAA represents date and time).
  8. Edit the draft again after a few minutes or hours and send the e-mail out.
  9. Send e-mail has been send out at AAA instead of the actual time.

Cause

This is the expected system behaviour.

In case of drafts, the creation time is the one that is always displayed.

Resolution

The system captures the time at which the activity was created and the corresponding date and time is displayed.

Keywords

Tickets, Interaction, Draft, Save Draft, Email , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins 1902