SAP Knowledge Base Article - Public

3235898 - When a ticket is created using the Outlook Add-On, the time line does not display the correct data/time for the interaction


  • You are using the Outlook add-on to create tickets 
  • If an e-mail that arrived, for example, yesterday, is used to create a new ticket, when looking at the time line, the interaction will display today's date instead
  • Your expectation is for the Interaction Date, to be that of the original e-mail arriving


  • SAP Cloud for Customer
  • SAP Cloud for Service

Reproducing the Issue

  1. Opened the related mail and created the ticket (ABC123) using the Outlook add-on.
  2. Click the Save
  3. Go to Services -> Tickets and open ticket ABC123
  4. Go to the Timeline and notice that the mail date is showing the current date not the date this mail has been sent.
    • For example, let's assume the original mail was sent to on 01.08.2022 and the current date is 15.08.2022,
    • the user would see the Interaction Date as 15.08.2022, yet the expectation for the customer is to see the date the e-mail was sent/originally received.


System is working as designed


  • In both the Time View and List View, the CreationDateTime of the interaction would be displayed, and not the date/time of the e-mail sent on.
  • To C4C, this is correct, since it is the date/time the Interaction was created in C4C.
  • When a user creates a ticket via the Outlook add-on, the ticket creation interaction is not based on the date and time of the original e-mail but on the date and time when the ticket was created using the add-on.
    • The original date of the e-mail sent could be seen in the:
      • Overview -> Last Customer Interaction field, or 
      • Clicking the three dots (from the Interaction), and going to "View Details" -> "Sent On"
  • An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.

See Also

2865953 - Ticket Interaction Timeline Control Date Format


E-mail, sent on, created on, difference of dates, Outlook, Add-on, , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2208