SAP Knowledge Base Article - Public

3800398 - An Email Activity is Shown in the Document Flow of the Sales Order, but is Missing Within the Sales Order's Timeline

Symptom

You can see the email within the document flow of the sales order, but when check under sales order's timeline same email activity is missing.

Environment

  • SAP Sales Cloud and SAP Service Cloud Version 2.
  • SAP Sales Cloud Version 2.
  • SAP Service Cloud Version 2.

Reproducing the Issue

  1. Go to the Sales Order view.
  2. Search and open the sales order ABC (where ABC represent the sales order name).
  3. Go to the Document Flow section within sales order ABC.
  4. You can see there is an email EML (where EML represent the email id) is shown here.
  5. Go to the header of the sales order ABC and click on the Timeline tab.
  6. You do not see the email activity EML visible here.

Cause

  1. Go to the System Setting.
  2. Go to the All Setting and search for Timeline Configuration.
  3. Here expand Timeline Event Title for the Sales Order.
  4. Here, you have email related event to show on timeline as Email sent from Sales Order {$salesOrderId} .
  5. This event will only show email activity within sales order time, when email is sent from the sales order. The email EML is an incoming email and so it is not visible within the sales order ABC timeline.

Resolution

Currently, we only show outgoing email activity not the incoming email activity within the sales order timeline and is an expected behavior.

Keywords

Sales Order, Document Flow, Timeline, Email sent from Sales Order {$salesOrderId}, Incoming email, Outgoing email  , KBA , CEC-CRM-SO , Sales Order for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions