SAP Knowledge Base Article - Public

2806247 - When a New Ticket is Created Using The Copy Function Not All Attachments Are Taken Over to The New Ticket

Symptom

When creating a new Ticket using the Copy function, not all the attachments that were available in the source Ticket are taken over to the new Ticket.

Environment

SAP Cloud for Customer - Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Select Ticket ABC (ABC represents the Ticket ID).
  4. Select the Attachments facet, where you can see that two attachments are available.
  5. Select the Actions button.
  6. Select the Copy option.
  7. Save the new Ticket DEF (DEF represents the Ticket ID).
  8. Select the Attachments facet.

You see that only one of the two attachments was taken over to the new Ticket.

Cause

When a Ticket is created through an incoming E-Mail, these E-Mails are shown in the Interactions.

If one of those E-Mails contain an attachment, this is displayed in the Interaction and in the attachments facet.

When creating a new Ticket using the Copy function, the Interactions of the Ticket are not taken over to the new Ticket, hence the attachments are not taken over either.

Only attachments that were added to the Ticket manually are taken over to the new Ticket when using the copy function.

Resolution

This is the standard system behaviour.

Keywords

Attachment Ticket Copy , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions