SAP Knowledge Base Article - Public

2325038 - Service Agent User E-Mail Address is not Recognized by the System While Creating a new Employee Support Ticket


You are using the E-Mail to create a new Employee Support Ticket. The email received is sent to Unassociated Emails with reason "No matching employee found".


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Go to the Unassociated Emails view.
  3. See the email sent by (this represents the email address of a Business User) is not associated to any Employee record.


This Business Users is a Service Agent.


Service Agents are not considered for Employee Support email scenario. Only the emails maintained against Employee records are considered (Administrator > Employees or People > Employees).

This is the current expected behavior of SAP Cloud for Customer.

1.  If you are a partner: please use or the Partnerfinder.
2.  If you are a customer:

    1. Contact your Account Executive;
    2. Check the link

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.


Ticket ; Support ; Askhr ; Employee ; Customer Support ; Ticket Type ; Email ; Service Agent ; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions