3101863 - E-mail With Subject Pattern Containing [ : ] Assigned To Incorrect Ticket

Inbound e-mail with [ XXX : 123 ] string in the subject was assigned to an existing ticket ID 123. As the subject pattern does not contain [ Ticket: 123 ] specifically, you expected the e-mail to land in Unassociated E-mails view.

Note: XXX represents text value and 123 represents alphanumeric value.

SAP Cloud for Customer

Prerequisite: inbound e-mail with subject pattern containing [ XXX : 123 ] was sent to the system and ticket ID 123 already exists.

1. Go to the Service work centre.
2. Go to the Tickets view.
3. Open ticket ID 123.
4. Go to the Timeline or Interactions facet.
5. Find that e-mail was assigned to the ticket while it refers to different customer / data.

To assign an e-mail to a ticket, system searches for the ticket number in the C4C subject pattern. In case a pattern [ XXX : 123 ] is present in the subject, which matches with the standard subject pattern, 123 is considered as ticket number.

When there is a valid ticket ID found for the same, the e-mail gets threaded to the ticket.

Note: when there is no existing ticket ID found for the same, e-mail lands in Unassociated E-mails view with "Reference ticket was not found" reason.

There is no exact text comparison done for subject to associate an e-mail to a ticket. System relies on the subject pattern.

In order to remove this e-mail from the ticket, split / move action can be used to create / assign to a ticket:

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket ID 123.
4. Go to the Timeline or Interactions facet.
5. Select the e-mail in question.
6. Select the Actions wheel / More button.
7. Select one of the actions depending on your requirement: Move to Existing Ticket / Copy to New Ticket / Copy to Existing Ticket.

If required, you can also delete the e-mail from the ticket.

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

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

2710044 - How To Delete E-mail Interaction

service request, ticket, interaction, timeline, e-mail, ticket ID, subject pattern, unassociated e-mails, associated, assigned, threaded, , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

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