SAP Knowledge Base Article - Public

2772571 - Email Channel is Empty / Blank

Symptom

When checking the Tickets under the Service work center, the email channel column is showing blank / empty values.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view. Notice that the Email Channel column it is empty / with blank results.

Cause

The Inbound Email interaction has been deleted manually.

Resolution

To verify this you can follow the below steps;

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket Subject).
  4. Go to the Interactions facet, check the interactions, only the outbound interaction is visible. This means that the inbound email which generated the Ticket was deleted manually.

Keywords

Email Channel; Empty; Blank; Tickets; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins all versions