SAP Knowledge Base Article - Public

2545699 - Reason "E-mail requires manual follow up" in the Unassociated E-mails view


You have a B2B scenario in the system and Tickets are not created when e-mails are received from existing contacts. There are mails in Unassociated E-mails with a reason "E-mail requires manual follow up"


Necessary scoping question is not selected in the system


Request you to follow the below steps to fix the issue.

  1. Go to the Business Configuration Work Center
  2. Go to the Implementation Projects view
  3. Select Edit Project Scope
  4. Navigate to Step 4 Questions
  5. Select Service -> Customer Care
  6. Select Service Request Management
  7. Select the question “Do you want to maintain service requests automatically from incoming emails”
  8. Save


KBA , LOD-CRM-WKF , Workflow , How To


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