SAP Knowledge Base Article - Public

3284388 - Ticket Status Does Not Update After Adding New Email Interaction


Ticket status does not automatically update from 'Completed' to 'In Process' after adding new Email Interaction from another Ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Workcenter
  2. Go to Tickets View
  3. Open Ticket 123 (123 represents the ID of the Ticket) and navigate to Interactions facet.
  4. Select the e-mail you want to move to another Ticket.
  5. Using the 'Move to Existing Ticket' option, move the Interaction to another ticket (which has status as Completed).

Notice that the status of the Ticket does not change from Completed to In Process.


This is the current behavior of the system. We do not change the status when an interaction is moved to a Completed ticket from another ticket.

NOTE: Similar behavior can be observed when Phone Call is linked from Live Activity to a Completed Ticket or when Phone Call is added as a Reference Item from Activities facet in a Completed Ticket.


As this is the current behavior of the system, any improvement or changes to this behavior can be requested via the SAP Customer Influence Program. See KBA 2531650 for more details.

See Also

2757252 - On Converting Unassociate Email Into New Ticket, the Status of New Ticket is In Process

2468951 - Ticket Re-opened when an E-mail from Customer is Received


Ticket, Interaction, Ticket Status, Move to Existing Ticket, In Process, Phone Call, Activities, Live Activity , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions