SAP Knowledge Base Article - Preview

2727592 - When Creating a New E-Mail in a Ticket Instead of Replying, The Indiviadual Customer Who Opened The Ticket Cannot be Added as a Recipient

Symptom

When replying to a Ticket, which was opened by an Individual Customer via E-Mail, the To field is automatically filled correctly with the custmer's E-Mail address.

However, when creating a new E-Mail from the same Ticket, the To field is empty and the customer cannot be found, when trying to add them manually in the field.


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Environment

SAP Cloud for Customer

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions

Keywords

Ticket Reply New E-Mail main address not found displayed No results , KBA , LOD-CRM-SRP , Service Request Processing , Problem

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