2765602 - Incoming E-Mail Activities Are Set Automatically to Completed

An e-mail is send to your maintained e-mail address, ticket is being created and e-mail activity is set automatically to completed.

SAP Cloud for Customer

Prerequisite: Customer is sending an e-mail to your system. Ticket AAA (AAA represents the ticket ID) and corresponding e-mail activity BBB (BBB represents the e-mail activity ID) is being created.

1. Go to the Activities work center.
2. Go to the E-mails view.
3. Select ’’All E-Mails’’.
4. Search and open e-mail activity BBB.
5. Status is maintained as Completed.

As per standard configuration, all incoming e-mails are automatically set to completed as soon as the ticket is created in the system.

The e-mail activities are also set to completed if the e-mail reaches the Un-associated E-mails view and are moved to an existing ticket or used to create a new ticket.

In case the e-mail activity status is not changed to Completed, there might be a PDI solution in your system that is controlling the status.

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