3427902 - From E-mail Address Not Populated From Org Unit

From Address is not getting filled when composing a new E-mail though a valid E-mail address is maintained correctly in the Org Unit level.

Pre-Requisites:

• You have a Ticket which has a Service & Team determined 
• The Team is set as "Yes" for "Service" in Org Structure
• The Team has a Valid E-mail address xxx@abc.com maintained (xxx@abc.com is the valid E-mail address maintained in the Org unit)

 Steps to reproduce:

1. Go to Service Work Center
2. Go to Tickets View
3. Open any Ticket XYZ (XYZ is the Ticket where you need to send new E-mail)
4. Go to Interactions Facet
5. Create New E-mail

You notice that the From address section is Empty but you expect the E-mail xxx@abc.com from the Team to be filled.

The E-mail channel xxx@abc.com is currently not maintained as an Active Outbound channel in the E-mail channel configuration.

If there is no active Outbound E-mail channel address maintained in the E-mail channel configuration then the E-mail address will not be considered for getting filled in the "From" section when composing a new E-mail.

When composing a new email, the FROM is defaulted to the email address of the Team to which the ticket is assigned. Such email address can be maintained by the Administrator in the Org Structure and needs to be a valid FROM (i.e. it must also be maintained as an outbound email channel). If the Team has no email address, the FROM will be empty.

Hence please maintain an active Outbound E-mail channel with the E-mail address xxx@abc.com in the E-mail channel configuration.

Please Note: You may create an "Outbound only" (or) an "Inbound and Outbound" E-mail channel as per your requirement in this case.

2998304 - From E-mail Address Is Not As Expected In Ticket

2895347 - From Field is Not Automatically Filled When Sending an E-Mail From a Manually Created Ticket 

Please refer the blog Email Response Management in C4C - Part 1 - Cloud ... - SAP Community which explains the steps to configure E-mail channels in C4C system.

From , Blank , Channel , E-mail , Ticket , B2B , B2C , Interaction , Team , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , How To