2622094 - Only First Associated E-Mail is Shown in Ticket Under Related Items

When you go to the Related Items facet inside and E-mail on the Activities work center, only the first e-mail associated to a Ticket shows the Ticket in the Related Items facet.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket XXX (XXX represents the ID of the Ticket).
4. From the Overview facet or the Interactions tab, send an E-mail to the corresponding customer.
5. Go to the Activities work center.
6. Go to the E-mails view.
7. Search for E-mails related to XXX and open it.
8. Go to the Related Items facet.
9. Notice that the ticket XXX is maintained under Follow-Up Items section.
10. Repeat the steps 1 to 4.
11. Notice that although every sent E-mail creates an item in the E-mails view, only the first one sent will have the Ticket ID within the Related Items facet.

As per the way the system was designed, it only associates the first e-mail activity directly to the Ticket.

There is an internal logic to associate the remaining activities to the first e-mail activity but this is only visible in the Interactions in the Ticket UI.

This is the system standard behavior.

1.  If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
2.  If you are a customer:

1. Contact your Account Executive;
2. Check the link https://www.sap.com/services/innovation.html#contact-us.

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.

E-mail; Related Items; Activities; First; Follow-Up Items; , KBA , LOD-CRM-ACT , Activities , How To

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