SAP Knowledge Base Article - Public

3449705 - E-mail Removed From Timeline / Interactions in Ticket When Contact is Removed


The e-mail(s) is removed from the Timeline/Interactions facet in the ticket when the Contact is removed by Personal Data Removal.


SAP Cloud for Customer

Reproducing the Issue

  1. Send an E-mail to an e-mail channel to create a ticket (From E-mail must be maintained in a Contact)
  2. Go to the Service work center
  3. Go to the Ticket view
  4. Open the ticket 123 (Where 123 refers to the Ticket ID and this is created at step 1)
  5. Click the Contact in the Overview facet
  6. Click the Actions
  7. Click Set as Obsolete
  8. Go to the Data Protection and Privacy work center
  9. Go to the Personal Data Removal view
  10. Search for the Contact
  11. Select the Contact and click Remove Data
  12. Go back to the Ticket view
  13. Open the ticket 123
  14. Go to the Timeline/Interactions facet

Result: The e-mail is removed.


Missing scoping in the Business Configuration.


Scope the question "During personal data removal, do you want to retain the transactional data and remove only the personal data of contacts and employees?".


  1. Go to the Business Configuration work center
  2. Go to the Implementation Projects view
  3. Select the current Project
  4. Click Edit Project Scope
  5. Click Next till 4 Questions
  6. Expand Built-in Services and Support
  7. Expand System Management
  8. Click Security
  9. The question is in Data Privacy
  10. Tick In Scope box
  11. Save the change


e-mail, email, missing, remove, privacy, data, contact, timeline, interaction, personal, data, removal , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer core applications 2402