3506611 - Split To New Ticket Option is Not Available For Few Inbound E-mails Received on Ticket

“Split to New Ticket” Action is not showing for few Inbound E-mails in the Timeline facet of a Ticket.

SAP Cloud for Customer

1. Go to the Service Work Center.
2. Select the Tickets View.
3. Open Ticket ID 123 (123 represents the Ticket ID).
4. Select the Timeline facet.
5. You see for some Incoming E-mails “Split to New Ticket” action is not coming.

*As per standard system behavior:  The “Split to New Ticket” action is available only on all incoming E-mails that have not been responded to, with the exception of the first email in the thread.

*Sometimes some incoming mails manually threaded/ custom logic implemented for threading of incoming E-mails to an existing ticket scenario will be there in which Ticket Ids won’t be there in the Interaction Subject.

*But as per standard behavior, the threading logic is based upon the Ticket ID. To achieve it successfully while creating a new E-mail channel you have to select one subject pattern mandatorily and if you see for both subject pattern Ticket ID will be there.

For the incoming E-mails which will be having Ticket IDs in their subject only have the option for “Split to New Ticket” action. This is an expected system behavior.

https://userapps.support.sap.com/sap/support/knowledge/en/2943616

Split to New Ticket, Timeline Interactions, KBA , LOD-CRM-SRP-INT, Ticket Interactions, How To , KBA , LOD-CRM-SRP , Service Request Processing , Problem