SAP Knowledge Base Article - Public

2696874 - Focus Not Persisted In Ticket Interactions


When you have scrolled down through the Ticket Interaction list view to find an e-mail you want to use, switch to another screen and then come back to the Interaction, the focus on that particular e-mail is lost and the Interaction list has gone up back to the top of the list.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Open any Ticket which has Source as E-Mail
  4. Navigate to Interactions facet
  5. Scroll down to through the Interactions and select an e-mail
  6. Navigate to another screen or Ticket
  7. Navigate back to the Interaction list
  8. Focus on the previously selected e-mail is lost and the list has gone back to the top


The current system behavior is as per design and is expected. The focus on a particular e-mail is not persisted in Ticket Interaction screen when you navigate you another screen and switch back.


Since the request to persist the focus on the selected e-mail in the Ticket Interaction is a product enhancement request, kindly raise this requirement on our official channel for product enhancement requests/new requirements at SAP Customer Influence Site: https://


ticket, interactions, focus, selected mail, newest first, list , KBA , ticket , interactions , list , focus , mail , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Product Enhancement


SAP Cloud for Customer add-ins 1808