2597223 - Email Interaction When Sent From a Ticket Appears On Multiple Tickets

You sent an email interaction from a ticket but can see that this interaction has been copied to another ticket(s).

SAP Cloud for Customer

1. Go to the Service work centre.
2. Go to the Tickets view.
3. Open Ticket XYZ (XYZ represents ticket ID).
4. Open the Email editor and fill in relevant information.
5. Click the Send button to post the email and also save this email to the Interactions.
6. Check Ticket ABC (ABC represents ticket ID where duplicate interactions can be seen). 

Both tickets ABC and XYZ have been created from one Email Activity. If an Email Activity has been associated with multiple tickets, any email sent across from those tickets will appear in all tickets associated. The idea is that the interaction is a follow-up/reply to the initial email, hence it gets associated with the email.

It is technically correct that the emails are linked to all involved tickets. We do not recommend creating multiple tickets as follow-up documents for an Email activity. Please review if this scenario is required from your side.

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