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Unable to respond via a particular email channel from helpdesk SR

in Help Desk

Summary:

We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk.

We are able to create SR in Helpdesk from the same channel, but the OUTWARD communications to both external or internal participants are not happening.

The channels are declared in Manage communication channels.

However the email channel (Test 1) is working fine and we are able to reply/respond to the conversation.

What could be the possible scenarios for the behavior?

Version (include the version you are using, if applicable):

25D

Code Snippet (add any code snippets that support your topic, if applicable):

Tagged:

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