2460572 - Multiple Tickets Created From One Unassociated E-mail

User ABC (ABC represents the User ID) opens the Unassociated E-mail 123 (123 represents the Unassociated E-mail ID) and, in a parallel section, user XYZ also open the Unassociated E-mail 123 and both of them press Actions > Convert to new ticket and you've noticed that the system create 2 Tickets, even though once a Ticket is converted from an Unassociated E-mail the Unassociated E-mail is not available anymore in the system.

SAP Cloud for Customer

1. Login in parallel with user ABC and XYZ and perform the remaining steps below with both users at the same time;
2. Go to Service Work Center ->  Unassociated E-mails View;
3. Open Unassociated E-mail 123;
4. Press Actions -> Convert to new Ticket;
5. Two Tickets are created.

Currently this is the expected system behavior.

One way to address the issue could be to have the system create tickets on a Default Account rather than Unassociated Emails.
This is recommended whenever the volume of unassociated emails is too high and requires multiple people to handle it, as Tickets provide much better work distribution.

Please, refer to the blog below for further information of this feature, in the section Unassociated Emails vs. Default Account:

<https://blogs.sap.com/2016/10/03/email-response-management-in-c4c-part-2-cloud-for-service-expert-corner/>

Unassociated Email, Duplicated Ticket , KBA , LOD-CRM-SC-EML , Email , How To

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