You notice that, when clicking on Reply All in a service ticket, the user default signature template is not added in the new e-mail footer.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open any ticket.
- Navigate to Interactions tab.
- Click Reply All.
- See the default signature is not displayed in the footer of the new e-mail page.
The Default signature will different for new emails and other response options e.g. Reply and Reply via Outlook.
For the Reply All, the user is required to maintain signature templates under Settings -> My E-mail Settings.
This is the system expected behavior.
The user can maintain a signature template under Settings -> My E-mail Settings, which will enable the default signature to be displayed when using the Reply All in the ticket interactions.
E-mail, Reply, Reply All, Interactions, Interaction, Ticket, Service Ticket, Service Request, C4C, Service, Signature, Default, Template, Settings, My E-mail Settings, User, , KBA , LOD-CRM-SRP , Service Request Processing , How To