2181285 - Replying to a Ticket through E-mail Channel Adds Several E-mail Addresses Including the Own Team's

Replying to a Ticket through e-mail channel adds several e-mail addresses including the own team's.

Prerequisite: A contact has sent an e-mail to the system which in return has created a ticket within the system.

1. Go to the Service work center.
2. Go to the Ticket view.
3. Open a ticket ABC (ABC represents the identification of the ticket).
4. Reply via e-mail to any maintained contact DEF (DEF represents the identification of the contact).

When sending the e-mail the sender XYZ (XYZ represents the identification of the sender) is added as recipient. When cancelling the message and re-opening it, the sender XYZ is added a second time

This is expected system behaviour when there are several Involved Parties with duplicate e-mail addresses maintained.

Check your Party Role Definitions if this is not desired setup.

1. Go to the Customer work center.
2. Go to the Contact view.
3. Open the account ABC.
4. Go to the Facet Involved Parties.
5. There are several Involved Parties maintained with duplicate e-mail addresses.

Change or delete the duplicate e-mail addresses.

KBA , SRD-CC-FED , Feeds , How To

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