You may encounter below scenario when implementing ECSC.
The HR Service center in C4C connected to Employee central, where an agent can send internal emails from inside C4C to any given employee, a colleague agent i.e (not the employee who created the ticket in this case). The email appears in the Hana Cloud portal Ask HR to the requester employee.
Your concern is that only communication posted by the agent in the portal or emails sent to the requester employee should appear in the portal, but not other emails sent to other parties. But why all the Internal E-mails are available in AskHR?
This is expcted behavior.
All the interaction performed for a particular ticket in C4C will be shown in the portal as well.
KBA , LOD-CRM-SRP , Service Request Processing , How To