SAP Knowledge Base Article - Public

2710256 - The Interactions are Removed in a Depersonalized Ticket


When you depersonalize a ticket, the interactions are removed.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Select line for Ticket XYZ (XYZ represents the ID of the Ticket).
  4. Click on the cogwheel icon for actions and select Depersonalize.
  5. Click on OK.
  6. Open the ticket XYZ.
  7. Notice that the interactions are no longer available.


All interactions and the references to them are removed from Ticket depersonalization.


This is the standard behavior of the system.

A possible option is to check the SAP Cloud for Customer Customer Influence to submit an idea:

See Also

SAP Cloud for Customer Security Guide

2635757 - The Action Depersonalize is Not Available For Tickets

2637095 - When Trying to Depersonalize a Ticket Multiple Error Messages Are Displayed

2704238 - Tickets GDPR Not Available for Employee Support


Ticket, Depersonalize, Interactions, Removed , KBA , LOD-CRM-SRP , Service Request Processing , How To


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