Symptom
In the Ticket's Interaction facet, the detail content of email are in collapse mode.
Environment
SAP Cloud for Customer.
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Search for Ticket LMN (where LMN is the ticket id ) and open it.
- Go to the Interaction facet.
You can see only the first/recent interaction is showing all the contents, whereas all the below email interaction are collapse.
Cause
We are only allowing the latest interaction content to display completely .You need to expand/collapse below interactions to see/hide the complete content accordingly.
Resolution
- Go to the Service work center.
- Go to the Tickets view.
- Search for Ticket LMN and open it.
- Go to the Interaction facet.
- Select the interaction whose content you want to view and click on the expand option provided to see complete/detail content of it.
Keywords
Ticket Interaction , Email Content , KBA , content not visible , email collapse , LOD-CRM-SRP , Service Request Processing , How To
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions