SAP Knowledge Base Article - Public

2727592 - When Creating a New E-Mail in a Ticket Instead of Replying, The Indiviadual Customer Who Opened The Ticket Cannot be Added as a Recipient

Symptom

When replying to a Ticket, which was opened by an Individual Customer via E-Mail, the To field is automatically filled correctly with the custmer's E-Mail address.

However, when creating a new E-Mail from the same Ticket, the To field is empty and the customer cannot be found, when trying to add them manually in the field.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open the Ticket ABC (ABC represents the Ticket ID).
  4. Select the Interactions facet.
  5. Select the New button.
  6. Select the Add button in the To field.
  7. Choose the option to add a Customer.
  8. Select the Value Selection.
  9. Search for customer XYZ (XYZ represents the Customer ID), who opened the Ticket.

The Customer is not listed in the results of the search.

Cause

The customer cannot be found, because the address which is marked as Main in the customer does not have an E-Mail address maintained.

Even if the customer has an address where there is an E-Mail address maintained, they will not be shown in the results, if this address is not marked as Main.

Resolution

This is the standard behaviour in SAP Cloud for Customer.

Keywords

Ticket Reply New E-Mail main address not found displayed No results , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions