SAP Knowledge Base Article - Public

2758884 - E-Mail Sent from Ticket Overview Is Not Shown on the Interactions Pane

Symptom

You are working with e-mail channels on Cloud for Customer but has noticed that when an e-mail is sent from the Overview facet of a Ticket, the newly created interaction is not shown on the Interactions Pane.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents a Ticket ID that has been created via an E-mail Channel).
  4. On the Overview, go to the Reply Pane and click to Compose New E-mail.
  5. Fill in the data and click on Send.
  6. The message "E-mail sent successfully" is shown, however, the e-mail is not seen on the Interactions Pane.

Cause

There is no auto-referesh of the Ticker screen when the e-mail is sent. This is done to avoid performance issues.

Resolution

To see the e-mail you can either go to the Interactions Facet or click on the button Refresh to manually refresh the screen.

Keywords

e-mail ; interactions ; refresh ; reply ; compose new e-mail ; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins all versions