SAP Knowledge Base Article - Public

3195563 - Linking multiple unassociated emails to a ticket is not working as expected



  • SAP Cloud for Customer 2202
  • SAP Cloud for Service 2202
  • SAP Cloud for Sales 2202

Reproducing the Issue

  1. Go to the "Unassociated E-Mails" WC and select multiple Emails
  2. Under "More", select "Assign to Existing Ticket"
  3. Enter/Search for the ticket number and select "OK"
  4. The e-mails are removed from the list, but when you check the ticket, these are not shown in the screen


  • Newly linked Unassociated E-mails will not be displayed under the Interaction's tab based on the date and time of the linking
  • The Unassociated E-mail records will be sorted based on the date and time of entry into the system
  • Sort the Date/Time based on your need and match the Unassociated E-mails based on the time of arrival, not the time of linking
  • For example:
    • Let's assume there are several Unassociated E-mails and you would like to link 15 to a ticket
      • 5 E-mails are dated January 13, 2021
      • 5 are dated March 15, 2021
      • 5 are dated April 23, 2022
    • The user first links 5 emails dated 13/01/2021, 5 dated 23/04/2021 and 5 dated 15/03/2021; then one could see the following order under the Interactions tab entries:
      • Unassociated emails dating April/2022 may be displayed first (based on the sorting ascending or descending), then the ones from March 2021 and finally the ones from January (again, depending on the sorting)
      • Users many need to pay close attention to the page navigation at the bottom of the UI 


Assignment of Multiple Unassociated E-Mails to Tickets, sorting, missing , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2202