SAP Knowledge Base Article - Public

2940699 - Reply All In Center and In Actions button Show Different Recipients in the To Field of Ticket Interactions

Symptom

While doing the Reply All action from a Ticket Interaction for a message containing more than 1 recipient, there is difference in system behavior while replying from center menu and the right hand side interaction menu.

Environment

SAP Cloud for Customer 2005

Reproducing the Issue

  1. Go to Service work center
  2. Go to Tickets view
  3. Open the Ticket XYZ (XYZ indicates the Ticket ID)
  4. Navigate to the Interactions tab
  5. Select an interaction that has 2 recipients in the 'To' field
  6. Click on Reply All in the Center
  7. The To field contains only the first recipient 
  8. Now go to the actions button in the Interaction and Select the Reply All action
  9. Now both the recipients will be shown in the To field

Cause

Reply All in the center is the reply all to latest "inbound" interaction. If you are clicking on the action button of an outbound email and selecting Reply All, then the results shown will be different.

Resolution

If you select the latest inbound interaction and then click on actions button (3 dots) and Reply All, you will get the same result as you will be getting in case of Reply All at the center menu. This is the standard system behavior as designed.

Keywords

reply,ticket, interactions, recipient, action, reply all, To , KBA , ticket , reply all , recipient , interaction , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins 2020 ; SAP Cloud for Customer core applications 2005