While composing an email , the To id is defaulted with the contact person of the ticket.
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Search for Ticket ABC (where ABC is the Ticket with source/type as Email) and open it.
- You can see the Contact person in the ticket ABC is XYZ with email id maintain for it as firstname.lastname@example.org( where email@example.com is refer to email id).
- Go to the Interaction facet and click on the Compose New E-Mail.
You can see To id is defalted as firstname.lastname@example.org .
The system will bydefault take the email id of contact person of a ticket .However you have option to manually change the To ID prior to sending the New Compose email.
This is an expected system behavior.
KBA , SRD-CC , Cross Components , How To