SAP Knowledge Base Article - Public

3306893 - Email not linked to the correct Ticket


An Email which has a ticket ID in its subject is linked to a different ticket


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service workcenter.
  2. Go to the Tickets view.
  3. Open the Ticket 123(where 123 represents the ticket ID)
  4. Go to the Interactions facet.
  5. Here the email has Ticket 789 in its subject.(where 789 represents a different ticket ID)


The Email was copied from one ticket to another.


In this way the email will come up in target ticket as well. This is a manual action.


interaction, feeder, target, copy , KBA , LOD-CRM-SC-EML , Email , Problem


SAP Cloud for Customer core applications all versions