3646143 - Inbound Email Direction Changes To Outbound.

An email that should be classified as Inbound is showing as Outbound in the system.

SAP Cloud for Customer core applications

1. Go to the Service Work Center.

2. Navigate to Unassociated Emails.

3. Open the email ABC@xxx.com (ABC represents the Email ID and xxx represents the domain name).

4. Observe that the Direction field shows Outbound, even though the email is actually Inbound.

The direction changes to Outbound because the Email is classified as an Employee Support Email.

1. Go to the Service Work Center.

2. Navigate to Unassociated Emails.

3. Open the email ABC@xxx.com.

4. Go to the Administrator work center.

5. Navigate to Employees.

6. Open the employee record where this email address is currently maintained.

7. Remove the email address from the employee record.

Note: Once the email is no longer associated with an internal employee, its direction will change to Inbound. 

Reason: when an employee sends an email, it is regarded as an internal email. In certain cases—such as employee-to-employee interactions—the message may still technically enter the system as Inbound due to the configuration of the email channel. That said, from a business process perspective, these replies are considered Outbound, as they are initiated by an internal user (employee), even if the recipient is another internal user.

This is standard system behavior.

LOD-CRM-SC-EML, Direction, Inbound, Outbound, Email. , KBA , LOD-CRM-SC-EML , Email , Problem