SAP Knowledge Base Article - Public

2612279 - Phone Call Subject Is Not Shown on the Interactions Tab of a Ticket

Symptom

You have created a phone call activity on the Activities tab of a ticket, but when you go to the Interactions tab, you cannot see its Subject.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents the Ticket ID).
  4. Go to the Activities tab and on the Phone Calls section, click on New.
  5. Add a Subject to the Phone Call and a Note.
  6. Save.
  7. Now go to the Interactions tab.
  8. Click on Refresh and see that the Phone Call created is shown, but only the note added is visible.

Cause

Both Subject and Notes fields are shown on the text area of the Phone Call on the Interactions tab. Because of that, if you have a note, you will only see the note.

If no note is added, the Subject is visible.

Resolution

This is the system expected behavior.

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

phone call activity on the Activities tab of a ticket , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

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