SAP Knowledge Base Article - Public

3400911 - In C4C Ticket Interaction, If An E-mail is Sent Via The "use outlook" Button, This is Not Reflected In The Ticket Timeline.

Symptom

You are in C4C Ticket Interaction.

However, if an e-mail is sent via the "use outlook" button, this is not reflected in the ticket timeline.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service WC;
  2. Go to Tickets view;
  3. Open any ticket;
  4. In the opened ticket, go to "Interactions" tab;
  5. You will see that if an e-mail is sent via the "use outlook" button, this is not reflected in the ticket timeline;

Cause

The mentioned functionality is not supported.

The only way to have an email in ticket interactions is to use Add-in to link it.

Otherwise, the following pattern will be used https://revenuegrid.com/ssi/docs/kb/articles/autosaving-pattern/

Resolution

This is the current system expected behavior.

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

Keywords

server side; tickets; interactions; not reflected; timeline; "use outlook"; button; , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem

Product

SAP Cloud for Customer core applications 2308