2940699 - Reply All In Center and In Actions button Show Different Recipients in the To Field of Ticket Interactions

When using the Reply All function for a Ticket Interaction with a message that has more than one recipient, there is a difference in the system's behavior when replying from the center menu compared to the right-hand side interaction menu.

SAP Cloud for Customer

1. Go to Service work center
2. Go to Tickets view
3. Open the Ticket XYZ (XYZ indicates the Ticket ID)
4. Navigate to the Interactions tab
5. Select an interaction that has 2 recipients in the 'To' field
6. Click on Reply All in the Center
7. The To field contains only the first recipient 
8. Now go to the actions button in the Interaction and Select the Reply All action
9. Now both the recipients will be shown in the To field

Reply All in the center is the response to the most recent "inbound" interaction.
If you click on the action button of an outbound email and choose Reply All, the results will be different.
If you select the most recent inbound interaction and then click on the actions button (3 dots) and choose Reply All, you will get the same result as if you had chosen Reply All in the center menu.

This is the standard system behavior as designed.

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