SAP Knowledge Base Article - Public

3658831 - E-mail not Visible in Original Ticket after Moving to Existing Ticket

Symptom

When moving an e-mail from a Ticket, the error message "E-mail moved to existing Ticket xxx" is displayed. The e-mail is also not visible in the Original Ticket's timeline.

Environment

Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center.
  2. Navigate to Tickets view.
  3. Select an email and click on More (...).
  4. Click on "Move to Existing Ticket".
  5. Choose the ticket to which the email is being moved.
  6. Observe that the message "E-Mail moved to existing Ticket xxx" is displayed in the original ticket email.

Cause

It is the current designed behavior.

Resolution

If the intention is to keep the email visible in the original ticket, use the "Copy to New Ticket" or "Copy to Existing Ticket" options instead.

See Also

KBA 3395711 - Email timestamp is changed after copied to an existing ticket

Keywords

email timeline, move to existing ticket, service and support team field empty, routing rules, ticket email behavior, copy to new ticket, copy to existing ticket, email visibility, designed behavior, service request processing , 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