SAP Knowledge Base Article - Public

2913041 - Not All E-mail Interactions Displayed in Document Flow Tab of Ticket


You notice that the Document Flow tab of the ticket display only the first e-mail which created the ticket and not all e-mail interactions available.


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 Interactions tab.
  5. See there are several e-mail interactions.
  6. Navigate to Document Flow tab.
  7. See that only the first e-mail (which created the ticket) is displayed.


For the E-mails created via the E-mail Channels, only the first E-mail Activity is expected to be shown on the Document Flow.

Other E-mails Activities, created and linked to the Ticket via different methods, such as OData, for example, will also be shown.


This is the system standard behavior.


Interactions; Document Flow; Tab; Ticket; Service Request; E-mail; E-mail Interaction; Activity; Activities; Related Documents; Service; C4C; Cloud for Customer; , KBA , LOD-CRM-SRP , Service Request Processing , How To


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