Symptom
You notice that the Channel field is empty under the Additional Information section of your Service Ticket even though the ticket was created via an active e-mail channel.
Environment
SAP Cloud for Customer core application
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open any Ticket.
- In the Overview tab, under the Additional Information section, the source is E-mail and the Channel field is empty.
Cause
This behavior can be observed when a business user deletes the Reference Document ID, as well as the Reference Document Type, which causes the ticket to not have the e-mail references, causing an inconsistency in the Channel field.
Resolution
The recommendation is to never delete the e-mail references for tickets which are created via an e-mail channel, otherwise, this and other unexpected inconsistencies may happen.
See Also
Keywords
E-mail, Email, E-mail Channel, Email Channel, Channel, Empty, Blank, Additional Information, Overview, Ticket, Service Ticket, Service Request, C4C, Cloud for Customer, Reference Document ID, Reference Document Type, Delete, , KBA , LOD-CRM-SRP , Service Request Processing , How To