There is no query in interaction facet of ticket to filter with channel type.
SAP Cloud for Customer.
Reproducing the Issue
Go to the Service work center.
Go to the Tickets view.
Search and open ticket LMN (where LMN represent ticket name) .
Go to the Interaction facet and click on the New Email.
- Select Channel and click on the value help of Channel Id.
Here, there is no query available for channels but default query which shows all channels.
We have no query provided for the channel selection in ticket's interaction and this is current system behavior.
Ticket Interaction , KBA , new email , channel id , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , Problem