SAP Knowledge Base Article - Public

2973864 - Agent is Not Automatically Determined in Ticket Created from an Inbound E-mail

Symptom

You notice that the Agent is not automatically determined based on the party determination rules when a ticket is created from an inbound e-mail in Cloud for Customer system.

Environment

SAP Cloud for Customer

Cause

When the party determination is set as Current User for the Processor party role, it will only be executed if the ticket has Source = Manual Data Entry or Source = Telephony.

Resolution

This is the system designed behavior.

For Tickets created via e-mail, this can be activated upon request. Please raise an incident to Support asking for the Current User to be enabled for Emails as well.

Keywords

Agent, Determination, Processor, Current User, Party Determination, Ticket, E-mail, Inbound, Processor, OData, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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