Symptom
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.
Environment
SAP Cloud for Customer
Reproducing the Issue
Prerequisite: inbound e-mail with subject pattern containing [ XXX : 123 ] was sent to the system and ticket ID 123 already exists.
- Go to the Service work centre.
- Go to the Tickets view.
- Open ticket ID 123.
- Go to the Timeline or Interactions facet.
- Find that e-mail was assigned to the ticket while it refers to different customer / data.
Cause
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.
Resolution
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:
- Go to the Service work center.
- Go to the Tickets view.
- Open ticket ID 123.
- Go to the Timeline or Interactions facet.
- Select the e-mail in question.
- Select the Actions wheel / More button.
- 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.
See Also
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
Keywords
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