SAP Knowledge Base Article - Public

3202053 - Incoming CTI interactions causes email/notes unsaved draft


  • Draft e-mail or note data would be lost when a new inbound CTI interaction arrives to the Live Activity or Agent Desktop
  • Incoming causes e-mail draft from case disappear


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

Reproducing the Issue

  1. Agent is working on an existing ticket and is writing an e-mail or adding some notes
  2. An inbound interaction (Phone Call, e-mail, Chat or SMS) arrives
  3. The UI refreshes and take the Agent to the Live Activity or Agent Desktop
  4. The Agent navigates back to the previous screen, but notices that the text previously written has disappeared


  • Interaction roundtrip causes the lost of focus (Live Activity)
  • Currently there is no "auto-save" feature available for drafts


  • There are two options:
    • Option 1: Enable the "TinyMCE Editor"
      1. Go to "Administrator" -> "Service and Social" -> Ticket Configuration -> Fiori Interactions
      2. Select the slider "Enable TinyMCE Editor"
        • This will replace the RTE Editor/Buil-in Editor
        • Only used in Internal memo, Portal memo and E-mails
    • Option 2: Disable the "Open details Automatically for Incoming communication"
      1. Go to: "Administrator" > "Service and Social" > "Communication Channels" > "Live Activity Configuration"
      2. Uncheck the "Open details Automatically for Incoming communication"
      • The above setting, the Agent will still get a notification of the unique caller; but the live activity center will not be automatically opened, hence allowing the Agent time to save the draft
      • However, if the flag is required, please note that the system behavior is correct since the live activity center should be opened in a new tab, and when you switch tabs, the latest content is shown on the e-mail screen as there is no auto-save of e-mail.
  • Please note that this will work only for cases related to e-mails and internal notes, not for ticket description, as outlined in KBA 3204112

See Also

3204112 - Text in description field within a ticket gets deleted once an inbound Live Activity interaction arrives


Loss data, lost draft, e-mail, incoming, phone call, Auto-Save draft, Note, data loss , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2202