SAP Knowledge Base Article - Public

2499686 - E-mail Channel Does Not Change In Tickets

Symptom

You reassign the ticket to a Team with different E-mail channel. However, when composing a new e-mail, the E-mail channel did not change.

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open a Ticket.
  4. Click on Compose a new e-mail.
  5. E-mail channel ABC is matching with the team assigned. (ABC represents the E-mail channel)
  6. Assign the ticket to another team with E-mail channel XYZ. (XYZ represents the E-mail channel)
  7. Save the changes.
  8. Clink on Compose a new e-mail.

E-mail channel is still the same. You expect it to be XYZ.

Cause

System will not update the E-mail channel until the ticket is refreshed.

Resolution

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open a Ticket.
  4. Click on Compose a new E-mail.
  5. E-mail channel ABC is matching with the team assigned.
  6. Assign the ticket to another team with E-mail channel XYZ.
  7. Save the changes.
  8. Click on button Refresh.
  9. Click on Compose new E-mail.

 E-mail channel is matching with the new team assigned.

Keywords

KBA , SRD-CC-FED , Feeds , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711