SAP Knowledge Base Article - Public

3231452 - Ticket Summary not attached to the Ticket

Symptom

You notice that when generating the Ticket Summary the system shows the message "The output summary has been attached" but the Summary is not being attached to the ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service Work Center.
  2. Go to Tickets Work Center View.
  3. Open Ticket 123 (Where 123 is the Ticket ID).
  4. Click on Actions.
  5. Click on Generate Summary.
  6. Select Form ABC (Where ABC is the Form Name).
  7. Click Generate.
  8. The system will show message "The output summary has been attached".
  9. Go to Attachments tab.
  10. The Summary is not there.

Cause

The document name might have the character "/" which is an invalid character. The customer might have the invalid character in his name.

Resolution

It is required to ensure that the customer name does not contain any invalid characters, such as /, so that the summary can be attached without issues in the service ticket.

Keywords

Customer Summary; Customer; Summary; Ticket; Generate; Preview; , KBA , LOD-CRM-SRP-OPM , Output Management , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions