SAP Knowledge Base Article - Preview

3016978 - Main Email Address Of Individual Customer Populated In The To Field When Selecting New Button

Symptom

Individual customer with multiple e-mail addresses maintained (one marked as main) sends an inbound e-mail from secondary e-mail address and a ticket is created. When selecting Reply button, the secondary e-mail is populated in the TO field as expected. But when selecting New button, the main e-mail address is populated in the TO field.


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Environment

SAP Service Cloud

Product

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

Keywords

service request, ticket, e-mail, interaction, new, reply, individual customer, to, e-mail address, main, secondary, recipient , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

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