SAP Knowledge Base Article - Public

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


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.


SAP Service Cloud

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Go to the Timeline or Interactions facet.
  5. Click New.
  6. Main e-mail address was populated in the TO field instead of the secondary address from which initial inbound e-mail was sent.


Currently, when clicking New button, e-mail address in the TO field is set to the main e-mail address of the individual customer.


This feature is not supported in the current release of SAP Cloud for Customer.

  1. If you are a partner: please use or the Partnerfinder .
  2. If you are a customer:            
    1. Contact your Account Executive.
    2. Check the link:

An alternative option may be to check the SAP Cloud for Customer Ideas Forum to submit an idea: or vote for an existing one: Request ID 230044.

See Also

KBA: 2727592 - When Creating a New E-Mail in a Ticket Instead of Replying, The Individual Customer Who Opened The Ticket Cannot be Added as a Recipient

SAP Customer Influence: Request ID 230044 (After clicking New button, E-Mail address which the incoming E-Mail came from is set in TO field).


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


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