Hi All, In my PDI, I have created in the sn_customerservice_case table the field "Return email". This field populates the "To" Recipient in an Email Client Template:
My issue comes when I try to compose an email from the agent Workspace. If the "return email" value is the same as the logged-in user's email (in this example is "admin@example") the recipient "to" will not be populated:
but if I change one letter from the return email field, even if it is only a change from upper case to down case or vice versa, like "Admin@example.com", it works:
It also works when I try to populate an email from the form view (It is not necessary to change anything):
And finally, If I try to do it with another user instead of system Admin, the template generates the recipient "to" with the correct return email value "admin@example.com" from both agent workspace and form view.
I can't understand why this is happening. Do you have any idea? Does this have something to do with the user's session?
