SAP Knowledge Base Article - Public

2782384 - Previous Ticket Survey is Displayed in Follow-Up Ticket


When working with Tickets, you notice that whenever a Ticket has a open survey and a follow-up ticket is created, the survey from the previous ticket is added in the Survey List for the follow-up ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service Work Center.
  2. Navigate to Tickets work center view.
  3. Open any existing ticket which has a survey to be answered.
  4. Create a follow-up ticket from the original ticket.
  5. In the follow-up ticket, navigate to the Surveys tab.
  6. See that the survey from the previous ticket is displayed in the follow-up ticket.


This is the standard system behavior.


Whenever a follow-up ticket is created and the previous ticket has an open survey, the survey is added in the follow-up ticket so that the customer does not forget to close it before working in the new ticket.

This is a behavior which help ensuring that there is another survey opened for another ticket which needs the user attention before proceeding in the ticket.


Survey; Ticket; Behavior; C4C; Cloud for Customer; Follow-Up; Cloud for Customer; Service; Ticket Survey; , KBA , LOD-CRM-HCP-SRP , Ticketing , How To


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