Symptom
- 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.
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Environment
- SAP Service Cloud Version 2
- SAP Service Cloud and SAP Sales Cloud Version 2
Product
SAP Service Cloud Version 2 all versions
Keywords
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
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