3103900 - How To Check If Ticket Was Created From Unassociated E-mail?

How to check if ticket was created from an unassociated e-mail?

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP Cloud for Customer

Option 1:

1. Go to the Service work centre.
2. Go to the Tickets view.
3. Open ticket ABC (ABC represents the ticket ID).
4. Go to the Timeline facet.
5. Find initial inbound e-mail.
6. Click the Subject line hyperlink.
7. On the e-mail header, you can see Reason, for example: 'No matching contacts were found', 'Reference ticket is already closed' and so on.

Option 2:

1. Go to the Activities work centre.
2. Go to the E-mails view.
3. Open e-mail XYZ (XYZ represents the e-mail ID).
4. On the e-mail header, you can see Reason.

To check user who converted e-mail XYZ into ticket ABC:

1. Follow steps from Option 1 or Option 2.
2. Go to the Changes facet.

Help Portal document: Solution Guide for SAP Service Cloud - Tickets FAQ - What are all these unassociated e-mails?

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