SAP Knowledge Base Article - Public

2181285 - Replying to a Ticket through E-mail Channel Adds Several E-mail Addresses Including the Own Team's

Symptom

Replying to a Ticket through e-mail channel adds several e-mail addresses including the own team's.

Reproducing the Issue

Prerequisite: A contact has sent an e-mail to the system which in return has created a ticket within the system.

  1. Go to the Service work center.
  2. Go to the Ticket view.
  3. Open a ticket ABC (ABC represents the identification of the ticket).
  4. Reply via e-mail to any maintained contact DEF (DEF represents the identification of the contact).

When sending the e-mail the sender XYZ (XYZ represents the identification of the sender) is added as recipient. When cancelling the message and re-opening it, the sender XYZ is added a second time

Cause

This is expected system behaviour when there are several Involved Parties with duplicate e-mail addresses maintained.

Resolution

Check your Party Role Definitions if this is not desired setup.

  1. Go to the Customer work center.
  2. Go to the Contact view.
  3. Open the account ABC.
  4. Go to the Facet Involved Parties.
  5. There are several Involved Parties maintained with duplicate e-mail addresses.

Change or delete the duplicate e-mail addresses.

Keywords

KBA , SRD-CC-FED , Feeds , How To

Product

SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer core applications 1502 (old) ; SAP Cloud for Customer core applications 1505 (old) ; SAP Cloud for Customer core applications 1508 (old) ; SAP Cloud for Customer core applications 1511 (old) ; SAP Cloud for Customer core applications 1602 (old) ; SAP Hybris Cloud for Customer 1708