2696532 - Copied Tickets Loses Interactions Formatting

When copying a Ticket, the new Ticket generated does not have the Interactions formatting maintained. Images per example are not being copied.

SAP Cloud for Customer

1. Using Fiori UI go to the Service workcenter.
2. Select the Tickets view.
3. Open the Ticket ABC (ABC represents the subject of the Ticket).
4. Go to the Interactions facet. Check that this ticket has some interactions containing images.
5. Now click on Actions.
6. Select the option Copy. A new Ticket will be created as a copy of this Ticket.
7. Now open the new Ticket ABC (ABC represents the new ticket created via copy function).
8. Go to the Interactions facet. The new Ticket does not have the images being displayed.

 

This is the current behavior with the copy of Ticket emails. When an email is copied from one Ticket to another, it is created a note in the target Ticket with the plain text content of email only.
So the all the styling and images of the email won't come in the target Ticket.

This is the expected behavior for the Service scenario and it is based on how the system was initially designed. 

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

Ticket; Copied; Email; Interactions; Formatting; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

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