SAP Knowledge Base Article - Public

2623002 - Cannot Remove Attachments When Forwarding Email from HTML5

Symptom

When forwarding an Email from HTML5, the user is unable to remove the Attachments that were included in the Email which is going to be forwarded.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open Ticket ABC (ABC represents the ID of the Ticket).
  4. Go to the Interactions facet.
  5. Select Forward.
  6. Notice that Attachments from Email that you want to forward are automatically attached and you cannot remove them.

Cause

Usually, when forwarding an Email, the aim of a user is to share the Email content and its Attachments with third party.

Resolution

This is expected system behaviour.  To forward Email without Attachments, user can leverage the Reply option and change the recipients. This way only content will be shared but not the Attachments.

Keywords

Ticket, Interactions, Email, Attachment, HTML5 , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer 1802