SAP Knowledge Base Article - Public

3508976 - Field Changes Saved After Ticket Interaction Creation

Symptom

On clicking 'Cancel' action, Ticket field changes are saved after sending Interactions.

Environment

SAP Cloud for Customer core applications
 

Reproducing the Issue

  1. Go to Service Work Center.
  2. Go to Ticket Work Center view.
  3. Open Ticket 123(where 123 is the ID of the Ticket).
  4. Change any field value in the ticket header(Example- Status).
  5. Now, go to Interaction/Timeline facet.
  6. Create an E-mail or any Interaction and click on Send.
  7. Click on the Cancel button.

Notice that even on performing 'Cancel' action on ticket, the field changes are saved.

Cause

When an Interaction is created, an automatic Save action is triggered(to link the Interaction with the corresponding Ticket).

Resolution

This is the current expected behavior of the system.

Keywords

Interaction, Timeline, Ticket, Save, Cancel. , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer core applications all versions