SAP Knowledge Base Article - Public

2800683 - Email Interactions Attached with Service Tickets are not Retrievable Through Odata Service

Symptom

User created a Service Ticket and attached Email Interactions but when retriving it through Odata Service (ServiceRequestCollection) only the first Email Interaction is visible

Environment

SAP Service Cloud

Reproducing the Issue

Step 1: Creating a Service Ticket and attaching atleast two Email Interactions

Step 2: Using Odata Service for ServiceRequestCollection to retrive the Email Interactions attached with that Service Ticket

Cause

This is the expected behaviour of the application.

The manner in which we thread relevant e-mails to a ticket is by maintaining only the first e-mail as a BTD reference to the ticket, with the following e-mails keeping track of the first e-mail referenced in the ticket.

Resolution

The endpoint "ServiceRequestInteractions" can be consumed in the V1 version of oData to get all interactions associated with a ticket.

Currently the endpoint 'ServiceRequestInteractionCollection' is part of V1 version of the odata. We will update as soon as it is part of later versions.

To use, please have the end point with filter parameter as shown in the below example:

https://myXXXXXX.crm.ondemand.com/sap/c4c/odata/v1/c4codata/ServiceRequestInteractionCollection?$filter=ServiceRequestObjectID eq '<servicerequest_uuid>'.

This will give you uuids of all interactions associated to the ticket with their types ( Fields d:InteractionUUID and d:InteractionType respectively)

If you do not have the service request uuid available but only the ID, then you will have to use ServiceRequestCollection endpoint to retrieve the same and pass it onto the above call.

Keywords

Email Interactions, , KBA , LOD-CRM-INT-API , OData API (C4C Only) , Problem

Product

SAP Cloud for Customer core applications 1905 ; SAP Cloud for Customer core applications 1908 ; SAP Cloud for Customer core applications 1911