3764427 - Interaction Pane Under Overview Tab In Ticket Timeline Keeps Loading

Interaction pane in the ticket timeline under the overview tab keeps loading and entries do not display.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Ticket work center view.
3. Open the affected ticket.
4. Observe that the interaction pane under the Overview tab keeps loading and the timeline details do not appear.

Attachment filenames associated with an interaction contain unsupported special characters (for example, the curly brace “{”), which prevents the timeline details from loading; this is standard and expected behavior.

1. Identify interactions that include attachments whose filenames contain unsupported special characters (for example, “{”).
2. Rename the attachment files to use only supported characters: period (.), hyphen (-), and underscore (_).
3. Reattach the files to the interaction or resend the email with corrected attachment names so they are ingested without unsupported characters.
4. Refresh the ticket and open the timeline; confirm that the interaction details load as expected.

• 3382202 - Timeline details not loading
• 2994294 - Unable to load template attachments to a ticket interaction

timeline loading, interaction pane, ticket, attachments, characters, special characters,{, service tickets, interaction, service , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , LOD-CRM-OPP , Opportunity Management , Problem