You are trying to use E-mail Link in the Solution Finder section on the Overview tab of Ticket XYZ (XYZ represents the ID of the Ticket) but you do not see the button for it.
Reproducing the Issue
- Go to Service work center.
- Select Tickets view.
- Open a Ticket XYZ.
- Select Solution Finder view.
- Search for records in the Search field.
- Click on More link.
- Notice you do not find the E-mail Link option in the More section.
Ticket XYZ has no customer e-mail maintained. This is the standard system behavior for such situation.
Check if there is e-mail information maintained for the customer present in the ticket and add it if applicable.
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