SAP Knowledge Base Article - Public

2967670 - An Internal Memo Entry cannot be Deleted from the Ticket's Timeline

Symptom

Once internal memo is created, you can only remove it's content but deletion of this entry from timeline is not allow.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket LMN (where LMN represents the ticket id).
  4. In the Overview facet go to the Timeline section.
  5. Click on Internal Memo and create new internal memo adding content in it.
  6. Save the newly created internal memo.
  7. Now select this recently create internal memo and click on an edit option.
  8. You are only allowed to remove the content/text from this internal memo.
  9. However there is no option to delete entry of this Internal Memo | Memo Activity, it will still show a blank internal memo activity record.

Cause

By editing the recently created internal memo, you can only remove the content of it.

Resolution

An entry of internal memo activity will not be deleted and this is an expected system behavior.

Keywords

Internal Memo , Delete , Remove , KBA , ticket , timeline , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

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