3611523 - When Selecting "From" Email Address in Ticket Interaction/Timeline, a Different Address is Automatically Determined

When attempting to select a specific "From" email address in the ticket interaction or timeline (e.g., when replying to an email), a different email address is automatically determined by the system instead of the one selected.

SAP Cloud for Customer

1. Navigate to the Service work center.

2. Open any existing ticket, for example, ticket 12345.

3. Go to the Interactions or Timeline facet.

4. Select an existing email interaction.

5. Click on Reply All.

6. Attempt to change the "From" email address to a specific address (e.g., abc@domain.com).

7. Observe that the system automatically determines and displays a different email address than the one selected.

This behavior occurs because both email addresses are associated with the same Channel ID. Such a setup is not recommended and is already highlighted in SAP Note 2747463 - "The Wrong E-mail Address Opens under Communication Channel

In these scenarios, the system logic always prioritizes the topmost entry in the configuration when determining which email channel to display in the Timeline or Interaction.

Please also note: Although the Interaction and Timeline facets apply the same selection logic, the order in which data is stored may differ between them. As a result, the behavior may vary, since each facet could reference a different first entry as its primary source.

To resolve the issue, ensure that each email address is assigned a unique Channel ID.
This will prevent the system from overriding the selected address with another associated address and ensure the correct "From" address is determined during interactions.

NA

Email, Timeline, Interaction, Channel ID , KBA , LOD-LE-CSM-SVL , Service Level Objective , How To