SAP Knowledge Base Article - Public

3079713 - E-mail With Subject Pattern Containing [ : ] Landed in Unassociated E-mails


Inbound e-mail with [ : ] string in the subject landed in Unassociated E-mails. As the ticket ID does not exist yet and the subject does not contain [ Ticket: 123 ] specifically, you expected new ticket to be created.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: inbound e-mail with subject pattern containing [ : ] was sent to the system.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Ticket was not created for inbound e-mail.
  4. Go to the Unassociated E-mails view.
  5. "Reference ticket was not found" is displayed in the Reason column.


Subject pattern is checked in the following format: [ any text  : alphanum ].


If there are two strings separated by semicolon within square brackets, second string (alphanum) is always assumed to be a ticket number and checked against in the system.

See Also

2694686 - A Reply to a Ticket is Not Added in The Interactions of The Ticket Although The Ticket ID is Mentioned in The Subject of The Reply

2443674 - Reason: "Reference ticket was not found" in Unassociated E-mails


e-mail, subject, pattern, subject pattern, ticket, interaction, unassociated, [:], [ : ], semicolon, string , KBA , LOD-CRM-SRP , Service Request Processing , Problem


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