SAP Knowledge Base Article - Public

2949484 - Outbound E-mail Activities Are Set Automatically to Completed


When sending a reply via e-mail for a ticket and upon ticket completion, the outbound e-mail activity is automatically set to completed.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: A reply via e-mail for a ticket was sent, which completed the ticket in the system.

  1. Navigate to Activities work center.
  2. Navigate to E-mails work center view.
  3. Select option All E-Mails.
  4. Search and Open the e-mail activity created.
  5. See the status is maintained as Completed.


As per the standard design, all outbound e-mails which are sent from the Ticket Interactions or Ticket Timeline view are set to completed status automatically.


This is the system expected behavior.


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