SAP Knowledge Base Article - Public

3035025 - Automatic Replies(Out of Office) are Updating / Creating Tickets


When sending a memo to the customer and setting the ticket to Completed status, the ticket status changes back to In-Process as customer has automatic reply(out of office) setup. It might also happen that new Tickets are being created with Out of Office messages.


SAP Cloud for Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket 123 (where 123 is the ticket ID)
  4. Go to the interactions facet.
  5. Send a reply to the customer and said the status to completed.

After a while, that is an automatic reply from the customer in the ticket and the status of the ticket is changed to 'Inprocess'


Every incoming email is considered as a customer response / message which will update the 'customer updated' check box and update the status of the ticket as well.  This is the expected system behavior.

This might also generate new tickets.


To avoid Tickets from getting re-opened/created from auto-response/out of office emails, your IT/Network Administrator needs to filter such mails on your company mail server and ensure such mails are not rerouted/forwarded to the C4C mail channel address.


customer updated technical user OOO , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions