SAP Knowledge Base Article - Public

2936175 - Emails with Email Channel in BCC Don't Consider Subject Pattern

Symptom

Emails with the Email Channel in BCC are wrongly assigned to Tickets as the Subject Pattern is not considered.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID XYZ (XYZ represents the Ticket ID).
  4. Go to the Interactions tab.
  5. You can see emails assigned to this Ticket that should not.

Cause

Since the Email Channel is present in BCC, application is unaware of the Channel to which the Email is sent and hence is unable to decide on the Subject Pattern. Therefore the system scans the subject of the email for Ticket ID using both the patterns possible giving precedence to the first pattern found.

Resolution

This is the expected behavior of the system.

To avoid this, the Email Channel should be maintained either in CC or in the TO section.

Keywords

Ticket Subject ; BCC ; CC ; To ; Email ; Subject ; Pattern ; Wrong Ticket ; , KBA , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer core applications all versions