SAP Knowledge Base Article - Public

3248400 - Agent Desktop (Add-on) : Email From field defaults to noreply@ email address and there is no option to change it

Symptom

  • You are using the Agent Desktop (AD) in side by side mode (add-on) in C4C
  • While in the AD, you find that the "From" e-mail field would not allow using other e-mails other than the default noreply@... e-mail address

Environment

  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales

Reproducing the Issue

  1. Go to Services -> Agent Desktop
  2. Search and confirm a BP
  3. Click Message to sent an outbound e-mail
  4. The From field only allows users to use the noreply e-mail

Cause

  • The system is working as designed
  • Other rules or e-mail addresses maintained in the C4C system are not meant to be used in the Agent Desktop Add-on

Resolution

  • While Agent Desktop is used in the so called side by side mode (as an add-on), the system only defaults to the noreply e-mail
  • Due to technical limitations, the add-on was not designed to allow users to use other e-mails addresses in the "From", except for a technical e-mail address
  • You feel the scenario described should be included as an enhancement?
    • If so, please submit your feature request via the SAP Customer Influence site.
    • Customer Influence site for SAP Cloud for Customer: https://influence.sap.com/SAPCloudforCustomer
      • See KBA 2531650 - New Customer Request for Additional Feature or Function in SAP standard software, for more details
    • Need Customer specific development?
      • With SAP Cloud Service Center, you also have the option to receive a customer-specific development.
      • You can find more details about the services offered by Cloud Service Center on https://www.sap.com/services/application-development.html 
        • If you are a partner: please use “cloudsolutionpartner@sap.com” or the Partnerfinder
        • If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of https://www.sap.com/services/application-development.html, choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

See Also

Keywords

no-reply address, Agent Desktop, from, email, , KBA , LOD-CRM-LA , Live Activity , LOD-CRM-SC-EML , Email , Problem

Product

SAP Cloud for Customer core applications 2208