SAP Knowledge Base Article - Public

2993777 - Field Last Customer Interaction Is Not Updated When Adding an E-mail Manually to a Ticket from Another Ticket


You notice that the field Last Customer Interaction, in the Ticket Overview, is not updated when a new e-mail is added manually to a ticket from another ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket created via e-mail channel.
  4. Navigate to Interactions tab.
  5. Select the latest E-mail.
  6. Click Options (...) and select Move to Existing Ticket.
  7. Move the E-mail to any other ticket.
  8. Open this ticket and see the e-mail is now in the Interactions tab as well.
  9. See the field Last Customer Interaction was not updated.


The field Last Customer Interaction is not updated by standard when an e-mail is moved from a ticket to another ticket manually.


This is the system expected behavior.


E-mail, E-Mail, Email, EMail, Channel, Field, Last Customer Interaction, Ticket, Service, Interactions, C4C, Move to Existing Ticket, Update, Value, , 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