You create a new interaction within a ticket, however the From field is empty, yet you would expect your email address to appear here.
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Reproducing the Issue
- Log into the system as a Service Agent.
- Go to the Service workcenter.
- Go to the Ticket view.
- Open a Ticket.
- Go to the Interactions tab.
- Click on Create email or Reply button.
Result : The From bar is empty, however you would expect this to be populated with your email address.
The defaulting population of the From address works if the Ticket is created through Email.
If the interaction is created manually, the From address is picked up according to the Service Organisation.
Both the Service and Service organization should be checked in the Org Unit.
Then the system will pick the email ID from the Involved Parties.
Ticket, Ticket Interactions, From address, Email sender. , KBA , LOD-CRM-SRP , Service Request Processing , How To