SAP Knowledge Base Article - Public

2615166 - Use External E-Mail Client Opens Reply Section in the Ticket

Symptom

You see that the Use External E-Mail Client function in ticket interactions is opening the reply section in the ticket instead of e-mail client

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open ticket ABC (ABC represents the name of the ticket).
  4. Tick the Use External E-mail Client checkbox.
  5. Click on Compose New E-mail.

The system opens the reply to box in the interactions section instead of the external e-mail client

Cause

The ticket type is not of type e-mail.

Resolution

To use the Use External E-Mail Client function, the ticket has to be of the type e-mail ticket in order to determine the correct channel in the reply.

Keywords

Interaction ticket email Client outlook Lotus notes , KBA , email , open in ticket , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer all versions