2616096 - Tickets Created From Unassociated Emails Display Random Contacts or Customers

Possible Symptoms:

1. When creating Tickets from Unassociated E-mails the system brings up a Contact even though there is no Main Contact in the Account.
2. When creating Tickets from Unassociated E-mails the system sets a random Customer to the Ticket. This Customer is also visible under the Interactions facet of the newly created Ticket.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Unassociated E-mail view.
3. Click on the Gear button.
4. Click on Convert To New Ticket.
5. Ticket's Contact is picked up even though there is no Main Contact in the Account

Symptom 1:

The Tickets must have a Customer's Contact, because the system will use the Contact data in the ticket to communicate with the Account. All the communication with the Account (by email, by phone, etc) is derived from the Contact.

Symptom 2:

This happens when the email address (e.g abc@def.com) is maintained for several Customers in the system. The system was originally not designed for this scenario. By default an email will always demand a customer linked to it, in this case, since there are multiple emails available to be picked, the system will pick up one randomly (The picked one will be visible under the Interactions facet, no matter if a different one was chosen during the Ticket creation).

This is the expected behavior for the converted Tickets. In case you believe a different behavior should exist for this feature, then please submit an idea at: https://influence.sap.com/sap/ino/#/campaign/903

Unassociated Emails; Tickets; Contacts; Converted , KBA , LOD-CRM-SRP , Service Request Processing , How To

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