3522007 - Email Recipient in Ticket Changes After Sending Email

When you send an email from a ticket, you notice that the recipients are changed after sending.

SAP Cloud for Customer

1. Go to the work center Service and the view Tickets.
2. Open your ticket.
3. Go to Interactions.
4. Chose your email and click Reply All.
5. Note the pre-filled recipients (or CC).
6. Write your email and send it.
7. Now this email will also be listed in the interactions. You will see that the recipients have changed.

This is usually caused by email addresses that are not unique but used across various objects (e.g. employees, contacts, channels etc).

Email addresses are frequently used to technically identify employees, contacts etc.

Please ensure that email addresses are unique.

KBA 3092535 - TO E-mail Address is Not Displayed under Timeline Interactions in Service Tickets

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