SAP Knowledge Base Article - Public

2871121 - Email Not Visible on Ticket Interactions

Symptom

You have added a Ticket as a Related Item of an Email activity and notices that this Email is not part of the Ticket Interactions.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Activities work center.
  2. Select the Emails view.
  3. Open Email ID XYZ (XYZ represents the Email ID).
  4. Go to the Related Items tab.
  5. On the Related Items section, click on Add.
  6. On the Add Reference Pop-Up select Type as Ticket.
  7. On the Value Help, select Ticket ID ABC (ABC represents the ID of the Ticket).
  8. Click on Add.
  9. Click on Save.
  10. Now go to the Service work center.
  11. Select the Tickets view.
  12. Open Ticket ID ABC
  13. Go to the Interactions tab.
  14. Email ID XYZ is not there.

Cause

Related Items are not shown on the Ticket Interactions. They are shown on the Related Items tab of the Ticket.

Resolution

If you need the Email ID XYZ to be shown on the Interactions tab of Ticket ID ABC, you need to assign it to the Ticket.

To do so:

  1. Go to the Activities work center.
  2. Select the Emails view.
  3. Open Email ID XYZ.
  4. Click on the Actions button.
  5. Select Assign to Existing Ticket.
  6. Select Ticket ID ABC.
  7. Save.

Alternatively, you can convert Email ID XYZ to a new ticket.

  1. Go to the Activities work center.
  2. Select the Emails view.
  3. Open Email ID XYZ.
  4. Click on Actions.
  5. Select Convert to New Ticket.
  6. The new Ticket screen is opened.

Important: this is only possible for email activities that are not completed.

Keywords

Email ; Activity ; Interactions ; Related Items ; Ticket ; Server-Side Integration ; Existing Ticket ; Convert to New Ticket ; Assign ; Not available ; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions