SAP Knowledge Base Article - Public

2533148 - Reply Button Replies to All People in an Email

Symptom

When you click Reply in an Ticket this adds the people CC'd to the response. The Reply Button acts like a Reply All button.

 

Reproducing the Issue

  1. Go to the Service work centre.
  2. Open any Ticket that contains email interactions with recipients in CC.
  3. Go to the Emails Facet.
  4. Click on the Reply button.
  5. The editor loads.
  6. Expand the CC'd section.

You notice that the last response in the Email conversation has CC'd contacts. These CC'd contacts have been carried over to your new response in the Editor.

 

Cause

This is current system behaviour across the UI clients (RUI, HTML5).

 

Resolution

This is a new requirement.

This issue is to be addressed in an upcoming releases.

Workaround: You can expand the CC'd section and remove the contacts before sending the response.

Keywords

KBA , SRD-CC , Cross Components , Product Enhancement

Product

SAP Cloud for Customer core applications 1708 ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1708