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SAP Knowledge Base Article - PublicSymptom
Under the Ticket Interactions, you are unable to see the following options for Outbound Emails: View Original Content, Split to New Ticket, Copy/Move to New/Existing Ticket, etc. All Options are available for Inbound Emails.
Environment
SAP Cloud for Customer
Cause
This is the current system behavior. These options are only available for Inbound emails and were designed based on the customer's demands.
Resolution
You can request a custom development from your implementation partner, or from the SAP IBSO team. You can request your account manager to get in touch with them with a description of your requirement.
Please note that the services of IBSO are chargeable service and will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influence Site to submit an idea.
Keywords
Outbound Email Options Missing, no option, outbound email , KBA , LOD-CRM-SRP , Service Request Processing , How To
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