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
- Go to Service work center.
- Go to Tickets view.
- Open ticket ABC (ABC represents the name of the ticket).
- Tick the Use External E-mail Client checkbox.
- Click on Compose New E-mail.
The system opens the reply to box in the interactions section instead of the external e-mail client
The ticket type is not of type e-mail.
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.
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