Symptom
E-Mail status is showing as "Open" in Cloud for Customer after synchronizing from client-side Outlook add-in.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Open the e-mail in Outlook
- Click "Add E-Mail".
- Click "Add Reference" to reference the e-mail to an account in C4C.
- Search for the account you want to reference this e-mail to and select the account from the list.
- Click "Add Reference".
- Click "Submit".
- Outlook is synchronizing automatically.
- The e-mail is shown in C4C under "Activities" > "E-mail" for the referenced account.
- The status of the e-mail is "Completed" (Expected)
- Delete the e-mail in C4C (as it was identified that this was the wrong account).
- Open Outlook again and reference the same e-mail to a different account using client-side Outlook add-in, following steps 1 to 7 above.
- Go back into C4C and open the e-mail in the newly/correctly referenced account.
- See Status is "Open" (Not Expected)
Cause
Expected Behavior
Resolution
- Do not delete the e-mail in C4C.
- Open up respective e-mail in Outlook.
- Click "Add E-Mail".
- Click "Add Reference" to reference the e-mail to an account in C4C.
- Search for the correct account you want to reference this e-mail to and select the account from the list.
- Click "Add Reference".
- Click "Submit".
- Outlook is synchronizing automatically.
Keywords
Outlook, E-Mail, Client, Open, Completed, , KBA , LOD-CRM-GW-OUT , Outlook , Problem
Product
SAP Cloud for Customer core applications 2208