When accessing the Interactions facet, the To field on the e-mail header is showing no values.
SAP Hybris Cloud for Customer 1802/04 and higher versions.
Reproducing the Issue
- Go to the Service work center.
Select the Tickets view.
Open the Ticket ABC (ABC represents the name of the Ticket).
Go to the Interactions facet.
Check that the e-mail interaction appears but under the To field there is no value being displayed.
You expect that under the To field it should appear the E-mail Channel address.
There is a Business Object using the same address as the E-mail Channel. When this happens the system is not able to determine to which object the e-mail refers to.
Verify if there is any other Business Object (Account, Employee, Contact or Individual Customer) using the same e-mail address as the e-mail channel address. If yes, then remove this address maintained there. After doing this the system will be able to determine the correct e-mail under the To field.
This is not valid for the Individual Customer created automatically in the E-mail Channel scenario.
[Enter your See Also here...]
Ticket; Interactions; To field; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To