SAP Knowledge Base Article - Public

2580800 - From E-mail on Tickets Not Defaulted


When sending an e-mail from a ticket, the from e-mail address is not defaulted.


SAP Hybris Cloud for Customer 1711/ 03

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket ID XXX (XXX represents the ticket ID).
  4. Click on Compose New E-mail.
  5. No from e-mail address is defaulted.


In case the ticket was not created from an incoming e-mail, the from address if the ticket has an involved party Service and Support Team that is flagged as a Service Organization and has an e-mail address maintained.

Besides, this scenario is only available for Customer Service. Employee Support scenario does not have auto determination of service organization, hence, the from e-mail is not defaulted.


This is the expected system 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 (
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 Customer Influencer Site to submit an idea:


Ticket ; E-mail ; From ; Address ; Service ; Team ; Organization , KBA , LOD-CRM-SRP , Service Request Processing , How To


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