SAP Knowledge Base Article - Public

2517841 - Reply or Forward Email in the Ticket is Not Based on Selected E-mail

Symptom

When you reply or forward an e-mail by selecting it in the interactions tab of a ticket, it does not take into consideration the selection, but the last e-mail on the thread.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Open Ticket view.
  3. Open Ticket XYZ (XYZ represents the ID of the ticket).
  4. Click the Interactions facet.
  5. Select an e-mail.
  6. Click the Reply or Forward button.
  7. The latest e-mail is replied or forwarded instead of the selected one.

Cause

Both Reply and Forward button consider the last e-mail on the thread.

Resolution

This is the standard behavior of the system.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html . You can contact Cloud Service Center as follows:

  1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
  2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices. 

An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer

See Also

2657123 - How to Reply to a Selected E-mail Interaction

Keywords

Reply; Forward; Tickets; Selected E-mail , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1805 ; SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer core applications all versions ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1711