Symptom
Reply option is not available for Outbound E-mail interactions in Ticket.
Environment
SAP Cloud for Customer core applications
Reproducing the Issue
- Go to the Service work center.
- Go to the Tickets view.
- Open ticket 123 (123 represents the ticket ID).
- Go to the Interactions facet.
- Select an outbound interaction.
- Click on Actions
- 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