SAP Knowledge Base Article - Public

3077510 - Ticket (Inquiry) is wrongly re-opened based on an incorrect subject pattern


You have found cases where a ticket that was closed, is re-opened based on an incorrect Subject Pattern



Reproducing the Issue

  1. Create a ticket from an e-mail interaction
  2. Close the ticket (the ticket subject should have a pattern such as [Ticket: 123456]
  3. Send a new e-mail, without the subject pattern as "[Ticket: 123456]" but instead something like 123...


  • Configuration conflict
  • There is possibly another pattern that is conflicting with the validation
  • For example, if the subject of the e-mail matches with C4C second subject pattern i.e. 123 - text.
    • Such pattern will cause the new e-mail to get associated to an existing ticket and reopen it based on the configured rules


  1. In C4C, go to Administrator -> Service and Social -> E-mail Addresses 
  2. Searched for the corresponding e-mail where the spam e-mail was received
  3. Make sure that there are no additional entries which may conflict with the subject pattern

See Also

  • 2853461 - How-to: Using Status Schema in SAP Cloud for Customer
  • 2853510 - Ticket Status Dictionary


reopened, ticket, spam, wrong ticket, wrongly reopened ticket , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer core applications 2105