Symptom
A customer replies to a Ticket but although the Ticket ID is mentioned in the Subject, the reply is not shown in the Ticket Interactions.
Instead, the E-Mail is listed in the Unassociated E-Mails View.
Environment
SAP Cloud for Customer
Reproducing the Issue
Pre-Requisite: The customer replied to Ticket ABC (ABC represents the Ticket ID) via E-Mail and the Ticket ID is mentioned in the Subject.
-
Go to the Service work center.
-
Select the Tickets view.
-
Open Ticket ABC.
-
Select the Interactions facet.
The incoming E-Mail reply from the customer is not shown in the Interactions of the Ticket.
Instead, the E-Mail is shown in the Unassociated E-Mails view.
Cause
The Ticket ID in the Subject of the E-Mail reply has been changed manually.
Example:
The format of the Ticket ID has been maintained as
Before sending the reply to the E-Mail, the customer changes the Ticket ID in the Subject (eg [ Ticket:_ABC ].
The system is therefore not able to recognise the Ticket ID and cannot add the Interaction to the existing Ticket. Therefore, the E-Mail is listed in the Unassociated E-Mails.
Resolution
This is the standard system behaviour in SAP Cloud for Customer.
To add the Unassociated E-Mail to the Ticket, please follow these steps:
-
Go to the Service work center.
-
Select the Unassociated E-Mails view.
-
Select the E-Mail.
-
Select the Actions button and choose the option Assign to Existing Ticket.
-
Select Ticket ABC.
-
Select the OK button.
Keywords
Ticket ID Unassociated E-Mail not added Subject changed manual manually , KBA , LOD-CRM-SRP , Service Request Processing , Problem