SAP Knowledge Base Article - Public

2921890 - Individual Reply Option Is Not Available For Outbound E-mail Interactions

Symptom

Reply option is not available for Outbound E-mail interactions in Ticket.

Environment

SAP Cloud for Customer core applications

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket 123 (123 represents the ticket ID).
  4. Go to the Interactions facet.
  5. Select an outbound interaction.
  6. Click on Actions
  7. See that the "Reply" option is not available and only "Reply All" option is available.

Cause

The Reply option for selected interaction is disabled in case of outbound emails. In case of reply only, the sender of the interaction is picked as the recipient which is a channel in case of outbound email. This in turn will come as an inbound to the system. In order to avoid such looping, the reply option is disabled for outbound email.

Resolution

This is the standard behavior of the system.

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

Keywords

reply; reply all; ticket; inbound interaction; interactions , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer core applications all versions