Unable to change originating mailbox when forwarding emails

[Ricky Watts]

We have an issue that's just started happening today where when someone tries to forward an email from our shared mailbox in Service Manager.  Basically we have 3 shared mailboxes, 1 primary one and 2 secondary ones used by teams at other sites.  If we try to forward an email in the primary mailbox it puts one of the secondary addresses in the From box.  The From field is then greyed out and won't let us change it to the correct address.  If we use Reply it uses the correct address in From, it just seems to be forwarding that has a problem.

 

This has only started happening today and we haven't made any config changes recently.  Any idea why it's doing this and how we fix it?

[James Ainsworth]

Hi @Ricky Watts

Can you just confirm if this is happening on the EMail Action on a request form or is this happening within the main Email view?

Regards,

James

[Ricky Watts]

It's just happening in the main email view.  If we try to email out via a request form it defaults to the correct address and lets us change it if required.

[Daniel Dekel]

Hi @Ricky Watts,

If you refresh (F5) and the try to forward the email, will it work?
I'm asking because it it does work, then is related to a defect that we fixed and will be shipped with the next Collaboration Core build.

Thanks,

Daniel.

[Ricky Watts]

No refreshing doesn't make any difference.  It still defaults to the wrong From address and won't let us change it

[Daniel Dekel]

Thanks @Ricky Watts,

We were able to replicate the problem. It should be fixed for our next Collaboration Core build.

Sorry for the inconvenience.

If we don't find further issues, we will push a build of collaboration core tomorrow morning.

Thanks,

Daniel.

[Ricky Watts]

Thank you