SAP Knowledge Base Article - Public

2447468 - E-mail Responses Not Reflected In Tickets

Symptom

You are not receiving any e-mail replies in the Ticket when the Ticket status is Closed.

Also, a new Ticket is not created when the customer replies on the Ticket with status Closed.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open ticket 123(where 123 is the Ticket ID).
  4. Navigate to Interactions facet.

The customer has sent e-mails to Ticket 123 but they are not visible under Interactions.

Cause

Once the status of a ticket is set to 'Closed', no modifications can be made to it.

For example, when an email is sent with the subject [Ticket : 123], and the customer responds to it, the C4C system recognizes the ticket based on the subject and then links it to the existing ticket.

However, in situations where the referenced ticket is already closed, the incoming email will be directed to the Unassociated Email with the reason “Reference Ticket is Already Closed”. Therefore, it's not possible to create a new ticket in such cases.

Resolution

This is the standard behavior of the system.

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

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

Keywords

Unassociated Email; status closed; Reference Ticket is Already Closed; , KBA , SRD-CC-FED , Feeds , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions