SAP Knowledge Base Article - Public

2761348 - Users Can Send An E-Mail Interaction in a Ticket at the same Time


You notice that it is possible for two users to send out an e-mail interaction at the same time in a ticket.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: User AAA and user BBB (AAA, BBB representing the user IDs) are working on the same ticket at the same time. Both users are performing the below steps:

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ticket ID).
  4. Go to the Interactions facet.
  5. Click New.
  6. Create and send out a response.
  7. Two e-mail interactions are being created and sent out by the different users.


This is the system expected behavior.

For interactions reply, the ticket object is not locked in the backend, therefore two users can send the interaction as the same time.


In order to have only one user at a time, it is required to click the Edit button in the ticket.

This will ensure that the ticket object is locked, preventing a second user from editing it or sending out a response at the same time.


Ticket; Interaction; Email; Lock; Object Locked; Service; Service Request; Edit; C4C; , 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