3559005 - Expected Value Not Updated When Creating an Extension Scenario from Account to Ticket via Emails

When you create an Extension Field that extends a value from Account to Ticket via Extension Scenario, the expected value does not reflect the update.

SAP Cloud for Customer

1. Go to Customers WC > Individual Customer view
2. Open the relevant Individual Customer and open it
3. Start Adaptation Mode
4. Create an extension field where the extension scenario is from Account - General Information to Ticket - General Information
5. Send a test email. The 'From' address should be the email address maintained on the Individual Customer view.
6. The Ticket will be created automatically in C4C
7. Go to Service WC > Tickets view
8. Open Ticket that was created
9. Check the value of the extension field maintained in the Individual Customer. Notice that the field value is not updated.

When a ticket is received from an external environment, there is no initial reference available for the Individual Customer. Consequently, the Individual Customer information must be entered manually. Upon doing so, the system correctly generates the necessary reference.

This process reflects the standard behavior of the system.

The only way to change this behavior is by creating a custom PDI. 

Extension Field, Extension Scenario, Email, Ticket , KBA , LOD-CRM-SRP , Service Request Processing , Problem