Symptom
You notice that, an e-mail which created a service ticket is not being displayed in the Timeline tab and in the Interactions tab of your ticket.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Search and open your ticket.
- Navigate to Interactions tab.
- See the e-mail is not displayed.
- Navigate to Timeline tab.
- See the e-mail is not displayed.
Cause
This behavior can be observed when the Reference Document ID of the specific e-mail is deleted from the ticket.
Resolution
This is the system expected behavior.
It is recommended to avoid deleting the Reference Document ID of the e-mails associated to the tickets, as this can cause several inconsistencies and data mismatch in the system.
See Also
Keywords
E-mail, Email, Ticket, Service Ticket, Service Request, Service Request Ticket, C4C, Interaction, Interactions, Timeline, Tab, Missing, Activity, Reference Document ID, Delete, , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To