2576108 - Party Determination In Tickets Does Not Work As Expected

The Party Determination for a Ticket does not work for Tickets created via E-Mail or from an Unassociated E-Mail, when only the Step 'Current User' is selected in the Determination.

SAP Cloud For Customer

1. Go to the Business Configuration work center.
2. Select the Implementation Projects view.
3. Select the Open Activity List hyperlink.
4. Switch to the Fine-Tuning facet.
5. Search for the Tickets for Customer Support activity and open it.
6. Open Maintain Involved Parties.
7. Select Party Role ABC (ABC represents the Party Role ID).
8. Click on the Maintain Determinations hyperlink.
9. Only select the Step 40: Current User.
10. Select the OK button.
11. Click the Save and Close button.

The Party Role ABC is not determined automatically, when creating a Ticket from an Unassoiciated E-Mail or when a Ticket is created through an incoming E-Mail.

The Determination only works, when a Ticket is created manually.

This is the expected system behaviour in SAP Cloud for Customer (C4C).

When a Ticket is created via incoming E-Mail, there is no current User available at the moment of the creation.

An unassociated E-Mail is one that couldn't be converted to a direct ticket via integration due to certain business reasons.
When a user opens an unassociated email and converts it to a Ticket, the logic of the ticket is to respect the origin / source of the data and in this case, since it's an email scenario, the copy logic obtains the information it requires based on the data that is persisted in the E-Mail activity Business Object instance.

E-Mail, Ticket, Party Determination, Current User, Unassociated, Manual, Incoming, Customer Support, Configuration, Fine Tuning , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem

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