SAP Knowledge Base Article - Public

2936699 - To And From Fields Are Empty When Selecting Reply Via E-mail Button


When selecting Reply via E-mail button at the top of Interactions screen, To and From fields are empty.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: ticket with e-mail and portal interaction exists in the system.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents affected ticket ID).
  4. Go to the Interactions tab.
  5. Select Reply via E-mail button at the top of the screen.
  6. Notice To and From are empty.
  7. Select More (...) button for specific e-mail interaction.
  8. Notice To and From are populated.


The last interaction in the ticket is a portal interaction.


The reply option on top and in selected interaction are functionally different.

  • Reply to customer (on top) - this is reply to the latest inbound interaction. The response channel gets selected based on the latest interaction type. If the latest interaction is portal note, the content in the e-mail To/From are not filled. This is filled if latest inbound interaction is e-mail.
  • Reply/Reply All for selected e-mail - this is reply to the selected interaction. As the selected interaction is e-mail, the To/From is filled from the content.


e-mail, reply, to, from, reply all, interaction, portal note, internal memo, empty, not filled, e-mail address, internal memo , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


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