3242137 - Tickets are not created from e-mails (occasionally) - due to spam filter

• You have enabled and configured the e-mail channels in SAP Cloud for Service.
• Occasionally, C4C does not create tickets via e-mails, despite the original e-mails arriving at the customer e-mail server and being forwarded to the C4C technical e-mail address. 

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales

1. Send e-mail to a designated e-mail address (defined in C4C)
2. Go to Services -> Tickets (no ticket has been created), and nothing is found in the Unassociated e-mails

• E-mail has been quarantine either at the customer server side or SAP
• From SAP side, the Infrastructure will perform AV scanning which would trigger certain logic based on its own key indicators
• Once potentially harmful content is identified, the system would include the tags “{{SPAM}}” or “{{SUSPECTED SPAM}}”
• Subsequently, the affected e-mails would be filtered out and place into a spam repository
• Said e-mail won't be process by C4C, hence no ticket is created

• Verify your junk e-mail and spam filter settings to ensure that you can receive relevant incoming e-mails.
• Note that there is a spam filter on the SAP side, to which you do not have access.
• Should you require it, your SAP consultant can provide you with additional trusted addresses.
• Or create an case requesting this.
• If an e-mail is identified as spam on the SAP side, the sender (in most cases, your external e-mail address, service.request@customerdomain.com) receives a non-deliverable status message.
• Since the SAP Infrastructure will filter out such e-mails individually based on the content, it is not possible to predict how many e-mails will be affected, and there are no reports currently available for the customer to access
• Alternatively, customers can:
1. Submit a request to SAP Support (on-demand), and ask for a list of such filtered e-mails.
2. SAP Support can provide the list to the customer for further evaluation 
3. The customer can then send a request with the list of entries they would like to exclude from the spam folder

• 2490035 - How marketing e-mail functionality works to avoid Spam/Junk e-mail
• 2667665 - E-mails With the Subject Quarantine Report
• 3036385 - How To Block Incoming E-mails To Not Create Tickets
• 2675420 - E-mail notifications from C4C sent to Junk folder of end user's Outlook

SPAM, e-mail, Filter, Ticket, Monitor, Junk e-mail, spam report , KBA , LOD-CRM-SC-EML , Email , Problem