SAP Knowledge Base Article - Public

2757252 - On Converting Unassociate Email Into New Ticket, the Status of New Ticket is In Process


New Ticket created from unassociate email have incorrect status.


SAP Cloud for Customer.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Unassociate Emails view.
  3. Select an unassociate email and click on action Convert to New Ticket.

You can see the new ticket LMN(where LMN represents newly created ticket) is having the default status as In Process.


Once the inbound emails create tickets in system, we update the customer update flag. However, earlier for tickets created from unassociated emails, the flag was not getting updated. In both unassociated email and regular incoming email scenario the customer updated flag should be set as this is a request sent from customer.
In order to maintain consistency in behavior, we corrected the customer update flag in unassociated email scenario in current release.


The status of converted unassociate email to new ticket will be In Process and this is current system behavior.


Unassociate Email , Convert to New Ticket , Ticket status as In Process , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1902