The 'Customer Updated' field in Tickets does not work as expected when using External E-mail Client for replying to the Customer.
Reproducing the Issue
Go to Service workcenter.
Go to Tickets view.
Open Ticket 123(where 123 is Ticket ID) which is created by E-mail.
In the Overview facet under Timeline, the Customer Updated checkbox is marked(checked).
Now reply to customer using External E-mail Client.
The Customer Updated checkbox should be unmarked(unchecked) but still it is shown as marked.
The flag will be unchecked when the e-mail is sent using Reply option from the system.Replying in the Ticket using External E-mail Client will not trigger the Customer Updated checkbox.
This is the expected system behavior.
You can also refer to KBA 2448054 .
Customer Updated field, Timeline , KBA , outlook , reply , LOD-CRM-SRP , Service Request Processing , Problem