2714251 - E-mail Channel Not Creating Tickets

You have created an E-mail Channel to create Tickets but it is not working, the Tickets are never created even though no error is shown.

SAP Cloud for Customer core application

1. Send an e-mail to example@example.com (example@example.com represents your e-mail channel).
2. No Ticket or Unassociated E-mail is created.

The e-mail address example@example.com is used in an existing Contact.

When an E-mail Channel is created, the system sets up automatically an Individual Customer with the same address to make the whole scenario work. If there is already a Contact with the same e-mail address the Individual Customer is not created and the E-mail Channel does not work.

If you remove the e-mail address from the Contact, the scenario should work for the e-mails received from then on.

E-mail Channel ; B2B ; B2C ; Channel ; E-mail , KBA , b2b , b2c , email , contact , individual customer , account , LOD-CRM-SRP , Service Request Processing , How To

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