SAP Knowledge Base Article - Public

3277425 - How to enable the timeline feature for tickets in SAP Cloud for Service


  • You are using SAP Cloud for Service/Sales
  • You would like to use the Timeline feature while working with tickets 
  • With the Timeline feature:
    1. Users can get up to speed on customer interactions
    2. The timeline shows phone call and chat interactions, tickets and other touch points with the customer.
    3. Users can access the timeline in ticket detail view, or in customer hub, or both, depending on how your administrator configured your solution.
    4. The timeline has the same capabilities as the interactions tab in ticket detail view, and will include additional functions in the future.


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


To Enable Timeline (this will add the timeline to ticket detail Overview tab and as separate tab in ticket detail view)

  1. Go to Administrator ->  Service and Social  
  2. Click "Ticket Configuration", and go to "Timeline"
  3. Select "Enable Timeline"
  4. Save the changes, restart the UI and test

See Also

  • 2955466 - How to Activate the Timeline Tab in Service Tickets for SAP Cloud for Customer Mobile Application
  • 2886835 - Timeline Interactions Table Not Visible
  • 2865953 - Ticket Interaction Timeline Control Date Format
  • 3092535 - TO e-mail Address is Not Displayed under Timeline Interactions in Service Tickets
  • 2891808 - Ticket Interaction is Missing in Timeline Tab
  • 3028340 - Unable to Manually Edit Any Fields Under Timeline Section in Ticket Overview Tab
  • 3225304 - Unable to See Portal Notes in the Timeline Tab and in the List View of Service Tickets
  • 2900403 - The Timeline is Active While the Ticket is In Approval Status


timeline activation ticket , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer core applications 2211