You have deactivated (set as Inactive) an E-mail Channel. However, when sending E-mails to this channel, it still creates tickets. Besides this, the channel is still being considered for Automatic Rules (e.g Assignment Rules and Workflow Rules).
SAP Cloud for Customer
Reproducing the Issue
- Go to the Administrator work center.
- Go to the Service and Social view.
- Navigate to Communication Channels → E-Mail Addresses.
- Edit and set E-Mail Channel ABC (ABC represents the channel ID) as Inactive.
- Save the changes.
- Send an E-mail to channel ABC.
- Incoming E-mail creates a ticket for the inactive channel.
The Ticket creation is not restricted based on status of the channel. When an incoming E-mail is received, it is executed and ticket is created, even if the channel is inactive.
Setting a channel as inactive does not stop inbound E-mails from being received on that deactivated channel. It only prevents users to send outbound E-mails using that channel.
Other scenarios like Rules still work.
This is the current system behavior as designed, to ensure that E-mails sent to the channel are not lost and help maximize the ticket creation process, and avoid loss of data.
To completely avoid the channel being considered for ticket creation, you can change the E-mail address maintained in the channel configuration to a dummy or invalid E-mail address. When it is done, the E-mail does not create tickets and is not be considered in system rules.
Deactivated, E-mail, Ticket Creation, Error, Mail, Channel, Inactive, Activity, Message, Inbound, Incoming, Email, Status , KBA , LOD-CRM-SRP , Service Request Processing , How To