2025807 - E-mail Text in Edit Output Settings for Service Request is Read Only

The E-mail text in Edit Output Settings for Service Request is read only and cannot be changed.

SAP Business ByDesign

1. Go to the Service Desk work center.
2. Select New Service Request in the Common Tasks.
3. Enter any account.
4. Click on the You Can Also button and select the Edit Output Settings option.
5. In the Output Details select E-Mail in the Send By field.
6. Navigate to the E-Mail Text tab.
7. You can see that the E-Mail Body Text cannot be edited. It is read only.

This is the correct and expected system behaviour. The E-Mail Text always includes the data of the processor and the service and support team of the Service Request.

You can add text in the email as follows:

1. Go to the Service Desk work center.
2. Select New Service Request in the Common Tasks.
3. Enter any account.
4. Navigate to the General tab and select the Main Information sub tab.
5. Select the Notes and History tab.
6. Click on the Add button and select Reply to Customer.
7. Enter the respective text you want to add to the email.
8. Click on the You Can Also button and select the Edit Output Settings option.
9. In the Output Details select E-Mail in the Send By field.
10. Navigate to the E-Mail Text tab.
11. You can see that in the E-Mail Body Text your entered text and the data of the processor are displayed. 

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E-mail, Service, Request, Edit Output Settings, Read-Only, Read, Only , KBA , AP-LP , Lead Processing , How To