SAP Knowledge Base Article - Public

2900047 - B2B Inbound Email Does Not Create Service Ticket


You configured your B2B Channel in Cloud for Customer system, however, tickets are not getting created when sending e-mails to the defined address.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Administrator work center.
  2. Navigate to Service and Social work center view.
  3. Click e-mail Address.
  4. Select the B2B address.
  5. Click Edit.
  6. Confirm that all details are maintained accordingly.
  7. Send an e-mail to the defined B2B address.
  8. See that tickets do not get created.


The question Do you want to support e-mail channels for corporate accounts? is not scoped the system business configuration.


To scope the question, follow the steps below:

  1. Navigate to Business Configuration work center.
  2. Navigate to Implementation Projects work center view.
  3. Select the company project.
  4. Click Edit Project Scope.
  5. Navigate to step 4 - Questions.
  6. Expand the scoping element Service.
  7. Expand the scoping element Customer Care inside Service.
  8. Select the scoping element Service Request Management.
  9. Look for the section E-Mail Options for B2B Scenario in Service Cloud.
  10. Scope the question Do you want to support e-mail channels for corporate accounts?

Once this quesiton is scoped, the new incoming e-mails should be converted to tickets.


B2B; E-mail; Inbound; Service; Ticket; Service Request; Scoping; Business Configuration; C4C; , KBA , LOD-CRM-SRP , Service Request Processing , How To


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