Skip to Content

Archived discussions are read-only. Learn more about SAP Q&A

1511 : Email Forwarding : No Cherry-Picking possible ?

Dear Experts,

Firstly, very excited to work with very cool enhancements.Thanks to all the hard work !

One of them is email forwarding, Was daydreaming that I would be able to choose any inbound/outbound interaction and forward it to external parties.

But when I forward, only the first email which created the case is getting added to the email content and not able to cherry pick any particular email.

Is it possible to forward only the concerned interaction(email) ?

Cheers,

Vinod

Former Member replied

Hi Vinod,

You are right that you can only reply/forward the last email in the email interactions/thread attached to the ticket. This was done to ensure that when someone responds to an email that references an existing ticket, the email will correctly thread itself as part of the ticket email interaction history.

We also support a few other scenarios to copy, split, merge emails with other tickets when an email that is automatically threaded to a ticket, needs to be handled differently than the rest of the email interactions of the ticket.

1. Copy- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket) and create a new ticket. This copies the original email body as a new interaction record in a new ticket. This is common when you have a customer asking for multiple service "requests" in one email thread and you want to have one Ticket that manages the multiple service "requests", but need to execute internal follow-ups independent of the original ticket and need some basic information in the new ticket about a specific email

2. Split- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket), create a new ticket, and move the email to the new ticket. This is common when you have a customer asking for multiple service "requests" in one email thread and you need to handle a new request as a new Ticket than the original Ticket.

3. Merge- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket), and move the email to an existing ticket. This is common when you have multiple Tickets open and the customer replies with the wrong Ticket ID to a response to a Ticket.

1 View this answer in context
Not what you were looking for? View more on this topic or Ask a question