Symptom
You have scoped employee support in your system and you don’t want incoming emails to be automatically converted into tickets.
Environment
SAP Hybris Cloud for Customer
Reproducing the Issue
- Go to the Business Configuration work center.
- Go to the Implementation Projects view.
- Click on Edit Project Scope.
- Go to step 4 - Questions.
- Go to Service - Employee Support – Communication Channel Email.
- De-scope the question: Do you want to maintain tickets automatically from incoming e-mails?
Result: Sending an email to the technical email address for employee support will not create a ticket or an un-associated email and you will receive a delivery status notification stating the recipient is unknown.
Resolution
For the employee support channel to be present in the system, both the options below need to be enabled:
- Go to the Business Configuration work center.
- Go to the Implementation Projects view.
- Click on Edit Project Scope.
- Go to Step 3 – Scoping.
- Go to Service - Employee Support and select Communication Channel Email.
- Go to Service - Employee Support – Communication Channel Email and select the question: Do you want to maintain tickets automatically from incoming e-mails?
When either of these two items are disabled, the employee support channel needed for configuration will not be loaded.
Currently we do not support a scenario where incoming emails can pass into an un-associated ticket without processing it.
Keywords
Employee Support, Ticket Creation, Ticket, Service, Un-asscoiated email , KBA , ticket creation , employee support , tickets , service , un-associated email ,