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.
SAP Cloud for Customer
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.
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.
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