SAP Knowledge Base Article - Public

3371510 - Three Dots Option is Grayed Out for Outbound Emails in Ticket Timeline Tab


When looking at outbound email under the Timeline of a ticket, you notice the three dots "..." option is grayed out, which makes it not possible to click on the actions within.


SAP Cloud for Customer.

Reproducing the Issue

  1. Navigate to Service Work Center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Navigate to the Timeline tab.
  5. See that, for outbound emails, the three dots "..." option is grayed out.


For any outbound email, only the actions Reply All, Forward and View Details are available by standard, and these can be accessed once the email is expanded to view its details when you click on its subject, hence, since all actions from the three dots "..." option can be accessed through this path, the button itself will be grayed out.

For inbound emails, as there are more actions available when the three dots "..." option is used, it will not be grayed out.


This is the system designed behavior.


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