SAP Knowledge Base Article - Public

3632015 - Ticket Merge Functionality in C4C

Symptom

This document describes the options to merge tickets.

Environment

SAP Cloud for Customer

Cause

There is currently no feature that merges multiple tickets completely, as can be done with customers for example.

Resolution

The merge option available for tickets is specific to ticket interactions:

  1. Open the "Interactions" or "Timeline" facet in a ticket.
  2. Click on the "..." icon next to an email, for example.
  3. Copy it to a new or existing ticket, i.e. that email will remain in the original email and there will be a copy in the new ticket.
  4. Alternatively, move it to another ticket altogether, i.e. it will not be shown in the original ticket anymore.
  5. If an enhancement to this feature is required, please make use of the Influence Portal (refer to: Influence Portal).

Keywords

ticket merge, sap c4c, interactions, timeline, enhancement request, influence portal , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions