SAP Knowledge Base Article - Public

2642442 - Customer Updated Field Does Not Work When Using External E-mail Client


An e-mail was sent from the Ticket using External e-mail client but the 'Customer Updated' checkbox is not unchecked.Since this was an outbound e-mail this field should be unchecked.

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open Ticket 123(where 123 is Ticket ID).
  4. The Customer Updated checkbox is checked. Send an e-mail from this Ticket using External E-mail Client.

The Customer Updated checkbox is still checked.As the mail was sent to customer from Ticket , the Customer Updated checkbox should be unchecked.


Since the e-mail ID from which the e-mail is being send is associated with a Contact, and not an Employee, the e-mail is treated as an inbound e-mail.

In the scenario where the External Editor is scoped in, we expect that the "From" address belongs to an Employee to ensure that the
outbound e-mails are properly tracked.

This is the expected data set up for B2B and B2C scenario as well.This is the manner in which we determine that this was indeed an outbound e-mail.

If we see that the sender of the e-mail was an Employee, we assume that the e-mail was an outbound e-mail.

However, in this case, the sender e-mail is associated with a Contact.
We can't tell if this would be an outbound e-mail or a fresh e-mail for another Ticket.


This is the expected and correct system behavior.


Inbound, outbound , KBA , reply , e-mail , LOD-LE-SRP , Obsolete: Please use LOD-CRM-SRP , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions