2996514 - E-mail Could Not Be Assigned to Ticket Error Message When Converting Unassociated E-mails to Tickets

When trying to convert an unassociated e-mail to a ticket, the error message E-mail could not be assigned to ticket is raised.

SAP Cloud for Customer

1. Navigate to Service work center.
2. Navigate to Unassociated E-mails work center view.
3. Select an e-mail.
4. Click Actions.
5. Click Convert to New Ticket.
6. See the error message E-mail could not be assigned to ticket.

This error message appears when a ticket linked to the email already exists in the system, and therefore, a new ticket cannot be created from the same email.

If an email has already been converted to a ticket but still appears in the "Unassociated Emails" view, this may occur due to several reasons:

• The same email is being converted into a ticket simultaneously in two different sessions, either by the same user or by multiple users.
• The email activity is locked or being processed by another background process.
• There is custom PDI code causing inconsistencies in the ticket creation process.
• Network or connectivity issues are affecting the ticketing system’s ability to update the unassociated list.

If the email remains in the unassociated list after several hours, you may manually remove it by selecting Actions > Delete.

This is the system expected behavior.

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