SAP Knowledge Base Article - Public

2820145 - Email Sent to Closed Ticket is Being Forward to Unassociated Emails


When an email is sent to a Ticket that has been set to the Status Closed, the email is automatically sent to the Unassociated Emails queues with the reason Reference Ticket is Already Closed.


SAP Cloud for Customer

Reproducing the Issue

  1. Sent an email to a Ticket that has the Status set to Closed.
  2. Go to the Service work center.
  3. Select the Unassociated Emails view.
  4. See that the Email is located there with the reason Reference Ticket is Already Closed.


Tickets that were closed cannot be reopened via Email interaction.


This is the system expected behavior.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.


KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications all versions