SAP Knowledge Base Article - Public

2952129 - B2C Email Channel assigning Tickets to an Account instead of Individual Customer


You are working with B2C channels but notices that the emails sent to it are being automatically assigned to an Account instead of Individual Customers.


SAP Cloud for Customer


The sender email address is maintained in the Account and in the Individual Customer.


If the sender emaiil address is maintained in two different objects, in this case, an Account (or the Account's Contact) and an Individual Customer, the system won't know for sure to which object the Ticket should be assigned. Currently there is no restriction to the business partner being assigned.

Email address in the system should be unique and must not be maintained for multiple Business partners (Contact/Individual customer).


mail ; email ; e-mail ; channel ; ticket ; interactions ; unassociated ; b2b ; b2c , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions