SAP Knowledge Base Article - Public

3664190 - Service and Support Team field is blank in Ticket

Symptom

When you Move an E-mail Interaction to an Existing Ticket, the Service and Support Team field is cleared.

Environment

Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets view
  3. Open the ticket created by the sent e-mail
  4. Navigate to Timeline tab
  5. Select the e-mail interaction and click on More (...)
  6. Click on "Move to Existing Ticket"
  7. Choose the ticket xxx which the e-mail is going to be moved to
  8. Notice that will be displaying "E-Mail moved to existing Ticket xxx " in the original ticket e-mail and the Service and Support Team field value will disappear.

Cause

If an "Assigned to" party is not assigned, the Service and Support Team field value is cleared.

It is the current designed behavior.

Resolution

Assign someone to the Ticket before moving the e-mail.

Keywords

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

Product

SAP Cloud for Customer core applications 2508