2497370 - How to Scope E-Mail Notifications in C4C for Support Incidents

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E-mail notifications are not received for any case updates given by SAP Product Support.

SAP Cloud for Customer

The scoping question "Do you want to use e-mail to notify Business Task Management items" under Business Task Management is not scoped.

1. Go to the Business Configuration Work Center.
2. Go to the Implementation Project View.
3. Select the relevant project.
4. Click Edit project Scope.
5. Click next until step 4, Questions.
6. Select the scoping element Communication and Information Exchange.
7. In the dropdown menu, select Business Process Management.
8. Select Business Task Management

In the right side of the panel you will get a list of questions as shown in below given screenshot. Scope the question "Do you want to use e-mail to notify Business Task Management items" by checking the checkbox:

Note:

• E-mail notifications will be sent only for those cases which are created after the scoping is done.
• Notifications are sent to the case contacts when a support case is updated by SAP.

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