2580640 - Sender E-mail (From) Address Is Unexpected While Responding in Ticket

You create a new outbound e-mail interaction within a ticket, however the Sender's E-mail (From) Address is unexpected or blank.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket 123 (123 represents the ticket ID).
4. Navigate to the Interactions facet.
5. Click in New or Reply.
6. The From address is not the expected or empty.

You would expect this to be populated with a specific sender e-mail address.

The From address is dependent on ticket source and/or service and support team. Also, in case the support channel changes or another support channel is involved in the interactions, the system will take the channel that was added last into consideration as the sender.

• If the source of the ticket is e-mail, the system checks for the initial e-mail which created the ticket. The e-mail ID of the channel is picked, and maintained as the Sender. If case, during the customer reply, the sender updated the email channel being used, the new one added will be used as a reference.
  Only if there is no e-mail channel associated with the ticket, then the Service and Support team e-mail address will be considered.
  • Also for Tickets created via email, it is important that only one Channel is maintained with the email addresses being used. If there are more than one, this will not work as well.

• If the source of the ticket is Manual and the last communication is not from e-mail, then the Sender address is picked based on the e-mail address maintained for Service and Support Team. If no e-mail address is maintained, then Sender address will be shown as blank. This is dependent on the Scoping Question "Do you want to default Service Team instead of the Business Org in From Address?". To enable it:

• 1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects view.
  3. Click in Edit Project Scope.
  4. Go to the Step 4: Questions.
  5. Expand: Service > Customer Care > Service Request Management > E-Mail Handling.
  6. Check the box for question "Do you want to default Service Team instead of the Business Org in From Address?".
     
     Please also remember to verify if the Email maintained for the Service and Support Team is also maintained as a valid Email Channel at Administrator -->Service and Social -->Email Address 
     
     
• If the ticket is created from portal and there is no previous email interactions available in the same, when pressing Reply All, the From/To will come as blank. This happens because the details in the feeder i.e. From/To etc are selected from the previous inbound email interaction. As there is no previous email exists, the From/To will come as blank. The Reply All in email scenario was designed to reply to the previous emails. In case of new email, the From address can come from the org details and the TO address from the customer maintained the ticket. 
• If this is still not working, then change signature setting:
  
  1. Go to the Business Configuration work center.
  2. Choose the Implementation Projects View.
  3. Click on Open Activity List.
  4. Search for 'E-Mail Encryption and Signature Check' activity.
  5. Under Outgoing E-Mail.
  6. Check email scenario 'S/MIME Encryption for Emails from Activity Management'

  Change the Signature from 'Sign' to 'Do Not Sign'.

  Make sure that the Business configuration question is checked by following the below steps.

  1. Go to the Business Configuration work center.
  2. Choose the Implementation Projects View.
  3. Click on the Edit Project Scope button.
  4. Click the Next button until you reach Step 4 - Questions.
  5. Expand the list for Sales.
  6. Expand the list for Account and Activity Management.
  7. Select Activity Management.
  8. Enable the scoping question <Instead of the sender's name "on behalf of" the system's e-mail address, do you want to use only the employee's e-mail address as the sender?>.
  9. Save the changes.

Ticket, Ticket Interactions, From address, Email sender, outbound email, internet, manualsender,email,channel , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

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