Email: 'to' address field is empty
Answer: This problem can have multiple causes. They all depend on the field that is set up in the 'To' field in the email action in Action Management.
Answer: This problem can have multiple causes. They all depend on the field that is set up in the 'To' field in the email action in Action Management. 1. The 'To' field contains [Caller_(registered).Email_(Business)] In this case, TOPdesk takes the content of the Email field from the Caller's person card. It could be that the caller is a non-registered caller. You can see this because the Caller field is not a drop-down, but a regular text field. In this case, there is no person card is linked to this field and that's why TOPdesk cannot find an email address. To prevent this from happening, it's better to use the field [Email_(Caller)]. This field direct takes the email address from the Email field in the Caller block of the card. 2. The 'To' field contains [Email_(Caller)] In this case, TOPdesk takes the address from the Email field in the Caller block on the card. When this field is empty, TOPdesk won't find anything. The field can be empty when the caller is a non-registered caller instead of someone with a person card in your database. You can see this because the Caller field is not a drop-down, but a optional text field. 3. The 'To' address contains [Operator.Email(Business)] In this case, TOPdesk takes the content of the Email field from the operator's Operator card. If there is a operator group filled out, the email address is taken from the header 'Contact details'. 4. The 'To' address is empty in the email action (no fields were added). In this case, TOPdesk looks for a default email address in the settings: Settings > Functional Settings > General More information in KI 11016: E-mail actions: How to configure a default sender of e-mails