The customer would like to use a custom e-mail address to send outbound e-mails from the Cloud for Customer system in ticket interactions.
The customer notice that when replying to a e-mail in a ticket, the standard cod.servicerequest@myXXXXX.mail.crm.ondemand.com is being used instead of the customized address defined.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Ticket work center view.
- Open any ticket
- Navigate to interactions tab.
- Click on Reply button.
- See that the standard address cod.servicerequest@myXXXXX.mail.crm.ondemand.com is used as the Sender instead of the custom address defined by the customer.
When the standard e-mail address cod.servicerequest@myXXXXX.mail.crm.ondemand.com is set as Outbound and Inbound in the E-mail Channels configuration in Administration work center, it overwrites the custom e-mail address maintained by the customer. If the e-mail is set only as Inbound, the Outbound e-mail will be retrieved from the Org Structure accordingly.
In this case, to use the custom e-mail address the customer needs to set the standard e-mail only as Inbound in the E-mail Channels configuration, so that the system can take the Outbound e-mail from the Org Structure defined by the customer.
Service; E-mail; Outbound; Inbound; C4C; Cloud for Customer; Ticket; Reply; Org Structures; Overwritten; Address; , KBA , LOD-CRM-SC-EML , Email , How To