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

Symptom

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".

Environment

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 123@abc.com (this represents the email address of a Business User) is not associated to any Employee record.

Cause

This Business User is a Service Agent.

Resolution

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.

If a change in this feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Keywords

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

Product

SAP Cloud for Customer core applications all versions