Why is there no ability to select a contact's alternate email address when creating a customer response via an Incident?
Oracle Service Cloud
In order to have the ability to select a contact's alternate email address when sending a response, the configuration setting OE_SVC_SENDMAIL_SINGLE_ADDRESS must be enabled.
This setting determines how service responses will be sent from the system. If enabled, service email will be sent to only one address for the specified contact(s). If disabled, service-related emails are sent to all email addresses defined for the contact(s). Default is disabled (No).
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
Once the setting is enabled, select the Send on Save check box. Within the response thread title bar, select the email address you wish to send to from the drop down menu to the right of the contact's email address. Save the incident to send your response.
Note: This email address value remains for the life of the incident, unless manually changed. Any new incidents for this contact will default to the primary email address.
Configuration setting OE_SVC_SENDMAIL_SINGLE_ADDRESS is disabled.
This information is also available in the Send a single response to a contact associated with multiple addresses section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.