SAP Knowledge Base Article - Public

2891808 - Ticket Interaction is Missing in Timeline Tab


You notice that the first interaction when the ticket was created is missing in the Ticket Timeline Tab.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Navigate to Timeline tab.
  5. See the first ticket interaction is missing.


This is the standard behavior of the system if the ticket is created from an un-associated e-mail, as a related document via the + button.


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


Interactions, E-mail, Unassociated, Timeline, Ticket, Service Request, Service, Missing, Tab, , 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