When sending an e-mail from a sales document's activities facet, the seller does not get determined as sender.
SAP Cloud for Customer
Reproducing the Issue
The same behaviour can be observed when sending e-mails from various sales document's activity facets. Below is an example
- Go to the Sales work centre
- Go to the (for example) Sales Quotes view
- Open any Sales Quote
- Go to the Activities facet > E-Mail section
- Create a new e-mail
You expect the system to follow the logic: SalesUnit -> Employee Responsible -> Seller for the sender/ from address. However, it selected the Employee Responsible's e-mail address.
There is a difference in the manner in which the "Sender" address is calculated for Output emails (Generated emails created by using the actions against a Sales Quote) and activity emails (Where the agent decides to manually send an e-mail).
The logic "SalesUnit -> EmployeeResponsible -> Seller" is only valid for Output emails.
In case of activity emails, the preference is to set the logged in user's e-mail address as the sender.
This is expected system behaviour.
KBA 2459235 - Sender e-mail Address of Sales Order Incorrect
KBA , LOD-CRM-SC-EML , Email , LOD-LE-CQP-CO , Lean Sales Orders , LOD-CRM-OPP , Opportunity Management , Problem