SAP Knowledge Base Article - Public

3386480 - Incorrect Date and Time on E-Mail Created by Copy To New /Existing Ticket


The date and time on the e-mail which was created by Copy To New/Existing Ticket are incorrect.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center
  2. Go to the Tickets view
  3. Open the Ticket 123 (Where 123 refers to the Ticket ID)
  4. Go to the Interaction
  5. Select the e-mail sent to C4C on 7 July 2023 at 13:30
  6. Click the Three dots
  7. Select the Copy to New/Existing Ticket. Action taken on 9 October 2023 at 15:00
  8. Select the Ticket ABC (Where ABC refers to the Ticket ID)
  9. Open the Ticket ABC
  10. Go to the Interaction
  11. Check the date and time of the E-mail

Result: The date and time of the e-mail is 9 October 2023 at 15:00.


In both the Time View and List View, the CreationDateTime of the interaction is displayed, and not the date and time of the e-mail sent. This is an expected system behavior.


Click the three dots on the e-mail, and select View Details, which opens the e-mail and you can see Sent On in the header.

An alternative option may be to check the SAP Cloud for Customer Customer Influence to submit an idea: SAP Service Cloud

See Also

3235898 - When a ticket is created using the Outlook Add-On, the time line does not display the correct data/time for the interaction


Date and time, Copy to New Ticket, Copy to Existing Ticket,  , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2308