SAP Knowledge Base Article - Public

3385492 - Disabling Split to New Ticket in Ticket Timeline

Symptom

You would like to know if Split to New Ticket option can be disabled/hidden.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service
  2. Go to Tickets
  3. Open a ticket
  4. Go to Timeline
  5. Click Three dots on an inbound e-mail
  6. There is an option for Split to New Ticket

Result: Unable to disable/hide the option. 

Cause

This is a custom control so it is not possible to disable/hide the option even with the adaptation. 

Resolution

This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

See Also

2943616 - Split to New Ticket Option not Available on Timeline View

Keywords

Split to New Ticket, Timeline, Disable, Hide , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer core applications 2308