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

SAP Cloud for Customer

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

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

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