SAP Knowledge Base Article - Public

3098262 - Attachment Exists Flag Not Working

Symptom

You notice that for Tickets that have Interaction Attachments, the Attachment Exists flag is not displayed.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. On the list, find Ticket ID 123 (123 represents the Ticket ID).
  4. See that the Attachment Exists flag is blank.
  5. If you open the Ticket and go to the Attachments tab you can see there are Interaction Attachments.

Cause

The Attachment Exists flag considers only Attachments that were added on the Ticket via the system, therefore, Interaction Attachments are not considered.

Resolution

Interaction Attachments and Attachments are different entities within the system. This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

Keywords

Ticket OWL, Library, Library WC, Attachment, Attachment WC, Interaction Attachment, Ticket Attachment, Document Attachment, Query, Filter , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions