2499686 - E-mail Channel Does Not Change In Tickets

You reassign the ticket to a Team with different E-mail channel. However, when composing a new e-mail, the E-mail channel did not change.

1. Go to Service work center.
2. Go to Tickets view.
3. Open a Ticket.
4. Click on Compose a new e-mail.
5. E-mail channel ABC is matching with the team assigned. (ABC represents the E-mail channel)
6. Assign the ticket to another team with E-mail channel XYZ. (XYZ represents the E-mail channel)
7. Save the changes.
8. Clink on Compose a new e-mail.

E-mail channel is still the same. You expect it to be XYZ.

System will not update the E-mail channel until the ticket is refreshed.

1. Go to Service work center.
2. Go to Tickets view.
3. Open a Ticket.
4. Click on Compose a new E-mail.
5. E-mail channel ABC is matching with the team assigned.
6. Assign the ticket to another team with E-mail channel XYZ.
7. Save the changes.
8. Click on button Refresh.
9. Click on Compose new E-mail.

 E-mail channel is matching with the new team assigned.

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

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