SAP Knowledge Base Article - Public

2517841 - Reply or Forward Email in the Ticket is Not Based on Selected E-mail

Symptom

When you reply or forward an e-mail by selecting it in the interactions tab of a ticket, it does not take into consideration the selection, but the last e-mail on the thread.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Open Ticket view.
  3. Open Ticket XYZ (XYZ represents the ID of the ticket).
  4. Click the Interactions facet.
  5. Select an e-mail.
  6. Click the Reply or Forward button.
  7. The latest e-mail is replied or forwarded instead of the selected one.

Cause

Both Reply and Forward button consider the last e-mail on the thread.

Resolution

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available

See Also

2657123 - How to Reply to a Selected E-mail Interaction

Keywords

Reply; Forward; Tickets; Selected E-mail , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins 1805 ; SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer core applications all versions ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711