SAP Knowledge Base Article - Public

3062902 - From E-mail Address is Replaced in Inbound E-mail


You created a ticket by sending an inbound e-mail to your Cloud for Customer system.

When checking the first e-mail that created the ticket, via the Interactions tab, you notice that the From address is set with a different address from the one that actually created the ticket.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Search and Open your ticket.
  4. Navigate to Interactions tab.
  5. Scroll down until you find the first e-mail interaction and select it.
  6. See the From address is maintained as instead of, which was the one used in the From address in the first place.


This behavior happens when one of the headers maintained in the e-mail MIME is reply-to, which contains the value

When the reply-to header is present in the inbound e-mail, the system will replace the e-mail address present in the From, with the first address present in the reply-to field, in the MIME header of the e-mail.

This was designed to ensure that any replies go to the intended party in the system.


This is the system expected behavior.

In case you would like to keep the original From address, it is required to ensure that the header reply-to is not maintained in the e-mail MIME.


C4C, Inbound, E-mail, e-mail, MIME, From, Replaced, Address, reply-to, Header, From Address, Cloud for Customer, Service, Ticket, , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To


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