SAP Knowledge Base Article - Public

2817359 - Unable to add attachments in Ticket interactions

Symptom

You are trying to add an Attachment in a reply interaction using the Add attchment from Ticket option, but you do not see the attachments in the pop up.

Environment

SAP Cloud for Customer

Reproducing the Issue

Lets assume you have a ticket created from an E-mail and you have to send a reply

  1. Go to Service Workcenter
  2. Navigate to Ticket view
  3. Open the Ticket 123 (where 123 is the Ticket ID)
  4. Navigate to Interactions Tab
  5. Click on the Reply button
  6. Select the Add attachment from ticket action

You will notice that the attachments are not displayed.

Cause

In Ticket interactions,  Add attachment from ticket action only displays attachments of type Standard Attachments. This is an expected behavior.

Resolution

Only attachments of type Standard Attachment will be displayed for direct addition to the E-mail. If other types of attachments has to be added, they have to be attached locally.

Keywords

Ticket , Interaction, Attchment , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions