Symptom
You would like to know if Split to New Ticket option can be disabled/hidden.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to Service
- Go to Tickets
- Open a ticket
- Go to Timeline
- Click Three dots on an inbound e-mail
- 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
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