2517841 - Reply or Forward Email in the Ticket is Not Based on Selected E-mail

SAP Knowledge Base Article - Public

2517841 - Reply or Forward Email in the Ticket is Not Based on Selected E-mail

Symptom

When you reply or forward an e-mail by selecting it in the interactions tab of a ticket, it does not take into consideration the selection, but the last e-mail on the thread.

Environment

SAP Hybris Cloud for Customer HTML5/Fiori

Reproducing the Issue

  1. Go to Service work center.
  2. Open Ticket view and open Ticket XYZ(XYZ represents the ID of the ticket).
  3. Click the Interactions facet.
  4. Select an e-mail.
  5. Click the Reply or Forward button.
  6. The latest e-mail is replied or forwarded instead of the selected one.

Cause

Both Reply and Forward button consider the last e-mail on the thread.

Resolution

This is the system standard behavior.

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

Reply, Forward, Tickets, Selected e-mail. , KBA , SRD-CC , Cross Components , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP HYBRIS C4C ADDINS 1805 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711