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 you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center . You can contact Cloud Service Center as follows:
1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of SAP Application Development site , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

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