2502398 - The Button "Save and Send E-Mail" Is Inactive In The Outlook Add-In For Cloud For Customer

You cannot use the button "Save and Send E-Mail" when trying to add an E-Mail with the MS Outlook add-in.

1. Open MS Outlook

2. Click New Email

3. Go to Message tab

4. The button Save and Send E-Mail is inactive. You can only use the Microsoft Outlook standard button "Send" 

The Option Enable Service Agent Responses to Tickets is active. This option is relevant if you are a service agent and want to respond to tickets. This will enable the threading of outbound e-mails in tickets in SAP Hybris Cloud for Customer.

Deactivate the option Enable Service Agent Responses to Tickets

1. Go to MS Outlook Add-in settings

2. Go to Advance Settings > Service tab

3. Uncheck the option Enable Service Agent Responses to Tickets in order to enable the button again.

KBA , LOD-CRM-GW-OUT , Outlook , Product Enhancement