3786462 - Email "To" Field Defaults To Employee Email Instead Of Reporter Email In Ticket Interactions

• When composing a new email in the ticket interactions section, the "To" field defaults to the employee’s email instead of the reporter’s email.
• The Fiori Interactions option is not available under Administrator → Service and Social.
• The behavior occurs in both test and production environments.

•  SAP Cloud for Customer 

1. Log in to the system.
2. Navigate to Administrator → Service and Social and observe that Fiori Interactions is not available.
3. Open any service ticket.
4. In the Interactions section, select New → E-mail.
5. Observe that the "To" field is pre-populated with the employee’s email address, not the reporters.

The default configuration of the ticket interaction section populates the "To" field with the employee’s email address instead of the reporter’s email address.

1. Navigate to Administrator → Service and Social → Ticket Configuration.
2. In the list of questions, locate “Default the e-mail address of Reporter Party as Recipient in Employee Support New E-mail.”
3. Enable this option.
4. Save the changes.
5. Test by composing a new email from a ticket; the "To" field should now default to the reporter’s email address.
6. Note: This configuration does not depend on the Fiori Interactions option.

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