2764706 - Mail Sent To Employee Support Channel Creates Ticket Even When The Sender Is Not Recognized

You have defined an Employee Support E-Mail channel in the system. When a mail is sent to the Employee Support channel from a sender address which is not assigned to any Employee in the system, it creates a Ticket automatically. The expectation is that such mails are routed to Unassociated E-Mails.

SAP Cloud for Customer

1. Send an email to the Employee Support channel from a mail ID not assigned to any Employee in the system
2. The mail creates a Ticket in the system

This could happen when the channel is first maintained as a B2C channel with Default Customer as codservicerequest and later the channel type is changed as Employee Support where the field value is not cleared, consequently this Default Customer's UUID is maintained in the backend. So it is picking the Default Customer and creating a Ticket.

Changing the channel type from one type to another is not recommended. The Default Customer field does not appear when the channel type is selected as Employee Support. You need to check the channel configuration, clear the Default Customer value while changing the channel type. You could also create a new channel and maintain the existing one with some dummy data so that this channel is not used anymore.

employee support, ticket, sender, not, email, default , KBA , ticket , employee support , creation , email , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , Problem