SAP Knowledge Base Article - Public

2721899 - Reply to Portal Ticket Not Copying E-mail Interactions


You are replying to a Portal Ticket and the interaction from the previous emails.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID 123 (123 represents the ID of a Portal Ticket).
  4. On the Overview tab, click on Reply.
  5. A new Portal post is created and no reference to older interactions is there.


Currently, Cloud for Customer has the option to send emails on Portal Tickets, however, they are not threaded with the interactions and are considered individual instances.


As of the current system version, the emails are treates separately from Portal Tickets Interactions.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center on . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices. 

An alternative option may be to check the SAP Customer Influencer Site to submit an idea:


Portal ; Ticket ; Email ; Interaction , KBA , LOD-CRM-PRT-SRV , Service Portal , How To


SAP Cloud for Customer add-ins all versions