3559916 - Timestamp above Email in Ticket Interactions/Timeline does not match the timestamp the Email was sent on

Timestamp above Email in Ticket Interactions/Timeline does not match the timestamp the Email was sent on

SAP Cloud for Customer Core Applications

1. Go to Service
2. Go to Tickets
3. Open impacted Ticket
4. Go to Interactions or Timeline
5. See Inbound Mail with Timestamp which does not match the Timestamp directly above the Email

Ticket was not automatically created when the Inbound Email was sent into C4C so the Ticket timestamp which is listed is related to when the Ticket was created and not when the Email was sent.  To confirm this you can go to the Overview section of the Ticket and under Timeline the 2Reported On" date and time should be the same as the date and time of the first received Email in the Ticket.

The timestamp above the Email and with a different date and time likely corresponds to when the Ticket was manually converted using the Inbound Email which may have a date from weeks earlier.

Standard Behavior.

KBA , LOD-CRM-SRP , Service Request Processing , Problem