2515539 - Emails Sent From Tickets Not Showing In Interaction History Facet Of The Ticket

E-mails sent from a ticket are not appearing in the Interaction History tab of the corresponding ticket.

SAP Cloud for Customer

1. Navigate to the Service work center.
2. Go to Tickets and open any ticket (e.g., Ticket ID: TI).
3. In the Overview facet or the Interactions facet, choose the Compose E-mail option.
4. Select the appropriate Business Partner (e.g., Contact, Employee).
5. Compose and send the e-mail.
6. Navigate to the Activities work center and open the E-mails view.
7. Confirm that the sent e-mail is listed for the corresponding ticket.
8. Return to the Interactions facet of the ticket.
9. Observe that the sent e-mail is not visible in the Interaction History of the ticket.

The e-mail address for the respective channel (e.g., Outgoing E-mail) is not maintained for the relevant Sales or Service Organizational Unit.

As a result, the system is unable to properly log the sent e-mail in the Interaction History of the ticket.

Maintain the appropriate channel e-mail address for the relevant Sales or Service Organizational Unit.

To resolve the issue, perform one of the following actions:

• Update the Organizational Unit's e-mail address with the e-mail ID defined in the corresponding communication channel,
  or

• Create a new communication channel with the desired e-mail address and assign it to the respective Sales/Service Organizational Unit.

This ensures that outgoing e-mails are correctly associated with the ticket and recorded in the Interaction History.

KBA , LOD-CRM-ACT , Activities , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions