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You are working on the interaction functionality of the service ticket.

In the interaction section you want to view the sent & received E-mails for the ticket, however the E-mails are not showing up.

Possible Cause:

If no E-mail appear in the Interaction section the problem could be following:

– E-mail channel has not been configured.

– Allowed MIME Types for Document Upload has not been configured in the Business Configuration.

– If you are replying using Outlook, the Outlook plugin is not running and the Service options are not enabled within it.

– All other outlook configurations are not enabled.

– The interaction section has not been refreshed.

Troubleshooting:


Check if E-mail channel has already been configured.


Read below sections in Admin Guide for E-mail channel configuration:

  • Configuring E-mail Channels.


You can download the admin guide from below link:

SAP Hybris Cloud for Customer – SAP Help Portal Page


Check if MIME type code for E-mail is already configured:

  1. Go to the Business Configuration Work center.
  2. Go to the Implementation Projects view.
  3. Select the project and choose Edit Activity List.
  4. Under Fine-tune, look for the activity Allowed MIME Types for Document Upload.
  5. Search for the MIME Type Code 10024, with MIME type E-MAIL.
  6. Select the check box for Compressed and Save.


** Make sure that this activity is added to your project.


MIME.PNG

Complete the Outlook Configuration.


Read below sections in Admin Guide for Outlook Configuration:

  • Configuring Microsoft Outlook as Communication Channel.
  • Enabling Microsoft Outlook for Service Users.


You can download the admin guide from below link:

SAP Hybris Cloud for Customer – SAP Help Portal Page

Make sure to use to Refresh action to update the interaction section (You can find Refresh button at the bottom of the ticket).

The last E-mail received would appear after performing refresh action.

Refresh.PNG


If you are sure that all the above configurations are correct, check the synchronization logs of the outlook plugin.

If everything looks good on the plugin side, check if the Email activities are created.  If the E-mail activities are created but you don’t see them in the Ticket, open an incident for SAP Support.


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