SAP Knowledge Base Article - Public

2637831 - The To Field Is Blank under Interactions E-mail

Symptom

When accessing the Interactions facet, the To field on the e-mail header is showing no values.

Environment

SAP Hybris Cloud for Customer 1802/04 and higher versions.

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the name of the Ticket).
  4. Go to the Interactions facet.
  5. 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.

Cause

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.

Resolution

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.

See Also

[Enter your See Also here...]

Keywords

Ticket; Interactions; To field; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins all versions