Symptom
The ticket Type is not defaulted as per codelist Restriction when a ticket is created via e-mail channel.
Environment
SAP Hybris Cloud for Customer
Reproducing the Issue
-
In Codelist Restriction you have set Ticket Type default value as "A"
- When you send an email to 'cod.employeesupport@myxxxxxx.mail.crm.ondemand.com', the ticket gets created with the type as "Employee Support"
- It does not respect the codelist resctriction.
Cause
This is an expected behavior as the default Ticket Type for channel e-mail should be set in Service and Social.
Resolution
-
Go to Administrator.
- Go to Service and Social.
- Under Communication channel select E-Mail Addresses.
- Click on Edit.
- Change the Default Ticket Type to "A".
Keywords
ticket type, employee support, codelist resctiction , KBA , codelist restriction , employee support , ticket type , LOD-LE-RC-CLR , Code List Restriction , How To
Product
SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions