When you click Reply in an Ticket this adds the people CC'd to the response. The Reply Button acts like a Reply All button.
Reproducing the Issue
- Go to the Service work centre.
- Open any Ticket that contains email interactions with recipients in CC.
- Go to the Emails Facet.
- Click on the Reply button.
- The editor loads.
- Expand the CC'd section.
You notice that the last response in the Email conversation has CC'd contacts. These CC'd contacts have been carried over to your new response in the Editor.
This is current system behaviour across the UI clients (RUI, HTML5).
This is a new requirement.
This issue is to be addressed in an upcoming releases.
Workaround: You can expand the CC'd section and remove the contacts before sending the response.
KBA , SRD-CC , Cross Components , Product Enhancement