3699665 - Data Source "All Tickets with All Interactions" missing interaction notes in report

The Ticket notes and interactions are missing in custom report created from the "All Tickets with All Interactions" Data Source.

SAP Cloud for Customer

1. Go to Business analytics.
2. Go to Design report.
3. Open the desired report.
4. The field Internal Note is displayed as "#".
5. Now go to Service > Tickets.
6. Open the desired Ticket.
7. Go to Interactions > notes are populated.

The combined data source SEODSRQINTERACTIONU01 (All Tickets with All Interactions) includes basic data source SEODSRQINTNOTESB (All Tickets with Internal Notes) as one of its combined data sources, from which the ticket internal note data is retrieved for display in the report.

However, there are two pre-requisites to use this data source:

1. In order to get Internal Notes, the Ticket must have a Buyer assigned as involved party. The Buyer Party is required because there is a restriction rule in underlying FSI view with Buyer Party in order to get notes available in the Ticket. For those Tickets which have a Processor Party maintained within Involved Parties tab, the 'All Tickets with All Interactions' (SEODSRQINTERACTIONU01) data source brings expected results for 'Internal Note' field.
2. And only Customer Support Tickets can add Buyer (Processor) involved party for Tickets. The Employee Support Ticket does not support this party.

Due to this reason, the "All Tickets with All Interactions" data source will not bring results for Employee Support Ticket type. This is the system expected behavior.

There is currently no standard data source that would support Internal Notes for Employee Customer Support Tickets.

C4C, service_request, tickets, interaction, notes, internal notes, internal memo, portal, report, data source, analytics , KBA , LOD-CRM-SRP , Service Request Processing , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , Problem