Symptom
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.
Reproducing the Issue
- Go to Service work center.
- Go to Tickets view.
- Open a Ticket.
- Click on Compose a new e-mail.
- E-mail channel ABC is matching with the team assigned. (ABC represents the E-mail channel)
- Assign the ticket to another team with E-mail channel XYZ. (XYZ represents the E-mail channel)
- Save the changes.
- Clink on Compose a new e-mail.
E-mail channel is still the same. You expect it to be XYZ.
Cause
System will not update the E-mail channel until the ticket is refreshed.
Resolution
- Go to Service work center.
- Go to Tickets view.
- Open a Ticket.
- Click on Compose a new E-mail.
- E-mail channel ABC is matching with the team assigned.
- Assign the ticket to another team with E-mail channel XYZ.
- Save the changes.
- Click on button Refresh.
- Click on Compose new E-mail.
E-mail channel is matching with the new team assigned.
Keywords
KBA , SRD-CC-FED , Feeds , How To
Product
SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711