SAP Knowledge Base Article - Public

2810246 - In the OWL, the Created By Value is Blank When the Ticket is of Type E-Mail


In an e-mail ticket, the created by field is having blank value in ticket's owl.


SAP Cloud for Customer .

Reproducing the Issue

  1. Logon in Fiori Client or HTML5.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. You can see in the ticket owl, for created by the value is showing blank where ticket is of type e-mail.
  5. Search and open ticket LMN (where LMN represent email ticket) .
  6. In the ticket LMN in the Overview facet under Timeline section it shows the Created By as Technical User.
  7. Open ticket LMN1 (where LMN1 is another ticket) for which in Owl of ticket view there shows created by as user XYZ (where XYZ is user name).


If e-mail ticket is created by technical user, then in ticket owl the created by field will be with blank value.


This is an expected system behavior .


Email Ticket , Created By , KBA , technical user , LOD-CRM-SRP , Service Request Processing , Problem


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