SAP Knowledge Base Article - Public

3364158 - Email conversations in AskHR do not show all the interactions made from different emails


You have noticed that if a ticket in C4C has interactions coming from different emails, they are not all displayed in AskHR email conversations even if they do appear in the the C4C interactions


  • SuccessFactors
  • AskHR

Reproducing the Issue

  1. Employee uses any email to send a message to C4C
  2. The agent then converts the email received in a C4C ticket
  3. The interaction happens between the C4C agent through the email sent in step one
  4. In AskHR under Email Conversations it was expected to see these interaction but this is not happening


Expected behavior


In C4C is allowed only one email to be associated with the employee id and this is the information used by AskHR to display the email conversations.

This means that although C4C shows everything under the interactions, AskHR will only display the interactions that happens via email if the email used is linked to the employee id


email, emails, conversation, conversations, interaction, interactions, askhr, view, different, personal, business , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , Problem


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