SAP Knowledge Base Article - Public

3293658 - When Replying to a Ticket Interaction or Forwarding a Ticket Via Email the Only Options Are Customers/Contacts or Employees.

Symptom

When Replying to a Ticket Interaction or Forwarding a Ticket Via Email th Only Options Are Customers/Contacts or Employees.
There is no option to add an external source as Address Book, for example.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service workcenter
  2. Go to Tickets view
  3. Open any Ticket
  4. Go to Interactions tab
  5. When replying via Email, there is just options for Customers, Contacts and Employees. 

Resolution

Currently the recipient address can be selected from customer, contact or employee list. There is no provision to add any external address book in the feeder.

This will be a new requirement , that can be sent via PM or influence request.

Keywords

KBA , LOD-CRM-SC-EML , Email , Product Enhancement

Product

SAP Cloud for Customer add-ins all versions