SAP Knowledge Base Article - Public

2778403 - Incorrect E-mail on Ticket Interaction Reply


The customer would like to use a custom e-mail address to send outbound e-mails from the Cloud for Customer system in ticket interactions.

The customer notice that when replying to a e-mail in a ticket, the standard is being used instead of the customized address defined.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Ticket work center view.
  3. Open any ticket
  4. Navigate to interactions tab.
  5. Click on Reply button.
  6. See that the standard address is used as the Sender instead of the custom address defined by the customer.


When the standard e-mail address is set as Outbound and Inbound in the E-mail Channels configuration in Administration work center, it overwrites the custom e-mail address maintained by the customer. If the e-mail is set only as Inbound, the Outbound e-mail will be retrieved from the Org Structure accordingly.


In this case, to use the custom e-mail address the customer needs to set the standard e-mail only as Inbound in the E-mail Channels configuration, so that the system can take the Outbound e-mail from the Org Structure defined by the customer.


Service; E-mail; Outbound; Inbound; C4C; Cloud for Customer; Ticket; Reply; Org Structures; Overwritten; Address; , KBA , LOD-CRM-SC-EML , Email , How To


SAP Cloud for Customer add-ins all versions