SAP Knowledge Base Article - Public

2534062 - E-mail Sent Via Workflow Rule Does Not Show Up In Ticket Interactions


You have created a workflow rule for a Ticket to send an E-Mail.

However, the E-Mail does not show up in the Ticket Interactions section.


SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Select to the Tickets view.
  3. Open the Ticket ABC (ABC represents the Ticket ID).
  4. Select the Interactions facet.

In the Interactions, the E-Mail sent from the workflow rule is not displayed.


The system only shows E-Mails sent from Workflow Rules in the Ticket Interactions, when the Subject contains the Ticket ID with the pattern:  [ Ticket: #TICKETID# ] Subject or #TICKETID# - Subject (As per configuration under E-mail channel, Subject Pattern)


This is the expected system behavior.

To add the Ticket ID to the Subject of the E-Mail, please follow these steps:

  1. Go to the Administrator work center.
  2. Select the Workflow Rules view.
  3. Select the Edit button for Workflow Rule DEF (DEF represents the Workflow Rule Description).
  4. Select the Next button until you reach Step 3: Define Actions.
  5. Add the following Text to the Subject:  [ Ticket: #TICKETID# ] Subject or #TICKETID# - Subject (As per configuration under E-mail channel, Subject Pattern)

The following steps are optional and only need to be performed, if there is no Placeholder for the Ticket ID already present:

  1. In the Placeholders section select the Add Row button.
  2. Maintain the following value in the Placeholder Text field: #TICKETID#.
  3. Select the value Ticket ID from the dropdown List.

You also need to select the option Create E-Mail Activity. If there is no E-Mail activity created for the outgoing messages, then this is not stored in the UI and therefore the E-Mail will not be displayed as interaction.

After performing and saving these changes, the E-Mails sent by the workflow Rule will be displayed in the Interactions of the Ticket.


Ticket Interaction Workflow E-Mail Ticket ID missing not shown , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To


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