The purpose of this page is to explain why the "Send Email" button in service requests is not visible while using IC business roles, even though it is enabled in configuration
It is a standard behaviour; "Send E-Mail" form tool bar is not supported in IC scenarios. In the non IC sceanrios it will create an email according to the one to one email configuration.
IC Business Role
While using IC business role, the Send Email button in service requests is not visible even though it is enabled in configuration:
Service Business Role
While using Service business role , the Send Email button in service requests is visible:
SAP KBA 2265381: https://service.sap.com/sap/support/notes/2265381)
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