3404809 - E-Mail field on Tickets is not visible on Ticket

There are two E-mail fields in Tickets screen but one is greyed out and not visible on the screen although it is Set as Visible in Adaptation.

SAP Cloud for Customer

1. Go to Service --> Tickets
2. Select Any Ticket
3. Enter Adaptation Mode
4. In the overview tab, you will see a pane with label "Customer"
5. Navigate inside this in the adaptation panel and you will see there is two e-mail fields
6. One is greyed out even though it is set as visible

There is two e-mail fields which have different binding. One of them will show email for Customers and the other field will show email for Individual Customers.

So if both fields are set to visible, only one will show in UI depending what is selected in the Customer field.

See Binding properties for each field below:

<Visible id="9e2yKUPmYK6o8EomR1lDgG" bindingExpression="/Root/IsPrivateAccount" byKeyUser="true"> --> Indivudual Customer

<Visible id="MQy7Cc5jp4M3$PfDtjvHJm" bindingExpression="/Root/IsCorporateAccount" byKeyUser="true"> Account

If you want this to appear for every Ticket, you will need to enable both fields and then the relevant E-Mail field will show based on if the Customer is an Account or Individual Customer.

E-Mail, Set as Visible, Ticket, Adaptation, Account, Individual Customer , KBA , AP-RC-UIF-FLX , Page Layout & Key User Configuration , Problem