You are trying to hide/deactivate the Clear option for Branding Templates in Tickets and cannot find a way of doing so.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Select the Tickets view.
- Open Ticket ID 123 (123 represents the Ticket ID).
- Go to the Interactions facet and click on New E-mail.
- See the Clear button.
As of now, there is no way of hiding the option.
It has been enabled inside the Reply pop-up and options there cannot be adapted or personalized.
This is the expected system behavior.
When the button is clicked, the Branding template will be removed, however, it can easily be put back via the value help or when the From address is changed, the Default Branding Template is automatically added.
If needed, this can be requested via the SAP Customer Influencer Site so Product Management can check the feasibility of changing this.
Clear ; Branding Template ; Ticket ; 1911 ; Upgrade ; Adaptation ; Personalize ; Not Possible ; , KBA , LOD-CRM-SRP , Service Request Processing , How To