3519749 - Wrong email channel displayed in ticket interaction

Wrong email channel are displayed in ticket interactions.

SAP Cloud for Customer

1. Go to the work center Service, view Tickets.
2. Open The respective ticket.
3. Go to Interactions.
4. Check the respective email - in the inbound email, the "TO" address is the wrong channel.

The channel email address is not unique.

When setting up email channels, it is strongly recommended that both the ID and the email address are unique. The same address across various channels (or used in an email channel and in another object like employee email address for example) can cause inconsistencies in the routing of emails and links between emails and channels etc. Even channels that are inactive should have a unique email address. Please ensure that each email address is used in 1 channel only, and also not reused in another object like employee or customer.

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