3774771 - Last Customer Interaction On not updated after email reply to Case created with Default Account

• A Case is created through Email-to-Case from an unknown sender.
• The Case is automatically assigned to a Default Account.
• An agent sends an email from the Case.
• The original sender replies and the reply is successfully associated with the Case.
• The Last Customer Interaction On field is not updated after the reply is received.
• The email interaction is visible in the Case timeline, but the customer interaction timestamp remains unchanged.

• SAP Service Cloud Version 2
• SAP Service Cloud and SAP Sales Cloud Version 2

last customer interaction on, email-to-case, default account, unknown sender, time point, timestamp not updating, inbound email, customer-initiated, agent-initiated, employee parties, case parties, email channel, service cloud case management , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Known Error