SAP Knowledge Base Article - Public

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

Symptom

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

Environment

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.

Cause

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.

Resolution

This is the system expected behavior.

Keywords

E-Mail, E-Mails, Service, C4C, Cloud for Customer, Activities, Activity, Outbound, Tickets, Ticket, Service Request, Completed, Status, Automatic, Automatically, , KBA , LOD-CRM-SC-EML , Email , How To

Product

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