SAP Knowledge Base Article - Public

2790358 - Ticket Generated from Inbound E-mail not Assigned to the Customer You Expected.

Symptom

You send an inbound Email to C4C system, and find the generated Ticket not assigned to the Customer you expected.

Environment

SAP Cloud for Customer

Reproducing the Issue

Pre-request

1,You had setup B2C Email channel with Channel Direction “Inbound Only” or "Inbound and Outbound" in C4C system.
2,You had maintained an Invididual Customer ABC with E-mail Address "abc@example.com".

Steps:

  1. Send an email from abc@example.com to the B2C Inbound Channels configured.
  2. A Ticket automatically created from this email and assign to another Account(not the Invididual Customer ABC) .

Cause

This is the standard behavior.

There should be an Cooperate Account that had maintianed the same email address with the Individual Customer.

Resolution

Please delete the email address you maintained directly in the Account, and maintain the email address in one of the Contact of the Account if needed.

Sytem will assign Ticket to Account if the same sender email maintained for both Account and Individual Customer.

Please refer to the following scenario:

 Condition Sender Email maintained in Individual Customer Sender Email maintained in Account Can generate TICKET  Become Unassociated email
1     No Yes
2 O   yes（assigned to Individual Customer） No
3   O yes（assigned to Account） No
4 O O yes（assigned to Account） No

Keywords

B2C Email channel;Inbound;Individual Customer;Account; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions