SAP Knowledge Base Article - Public

3092535 - TO E-mail Address is Not Displayed under Timeline Interactions in Service Tickets


You notice that, for your e-mail channel ABC, when a ticket is created via e-mail, the channel is not displayed in the To of the first interaction, in the Timeline tab.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open your ticket.
  4. Navigate to Timeline Tab
  5. Scroll down until you find the first e-mail which created the ticket.
  6. Expand the e-mail.
  7. See the To is empty.


This happens when there are multiple business partners associated with the channel e-mail address.

The C4C system expects only one individual customer to be associated with the channel e-mail address, so it can ensure that the correct party is associated with objects, such as Tickets.


It would be required to correct the data in the system, ensuring that only one individual customer is associated with the e-mail address which is used in the e-mail channel.

Please notice that the Email channels only serve as reference to route emails to the C4C technical email address. The system will check if the email was routed from a valid email channel to the C4C technical address and if yes, will allow the email in the system. We do not recommend using the Email channel address as email of any other objects (like Account or Individual Customers).


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