SAP Knowledge Base Article - Public

3273643 - New Mail With Outlook Not Copying Content.

Symptom

When selecting the option New Mail With Outlook, within the Ticket Interactions, the content of the Interaction is not copied.

Environment

SAP Cloud for Customer

Cause

The behavior is correct, this feature was designed to work as a new email in feeder, where only the Subject and From fields are copied. The Content is not considered in this scenario.

Resolution

This is the standard behavior of the system.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder.
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of SAP Application Development Site, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Customer Influence Site to submit an idea.

Keywords

Missing; Blank; Empty; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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