SAP Knowledge Base Article - Public

1964036 - Ticket Creation Fails on Incoming E-Mails


Certain sender's e-mails fail to create an appropriate ticket or unassociated e-mail in your system.


 SAP Cloud for Customer


This issue is caused by a data conflict between business partners and employees whereby both entries are using the same values.
Currently we offer two e-mail scenarios:

- Business to Business (B2B)
- Business to Customer (B2C)

B2C requires individual accounts to create tickets. B2B requires an account/contact to create a ticket or unassociated e-mail.

The employee master data is not allowed for either of these scenarios.


To correct this, please change either of the e-mail addresses so that the account/contact e-mail address is not the same as the employee e-mail address.


B2B;B2C;e-mail address;unassociated; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions