SAP Knowledge Base Article - Public

3247367 - Email Not Being Converted to Case


You notice that inbound emails are not being converted to cases, even though they appear as Success in the Monitor.


SAP Service Cloud Version 2

Reproducing the Issue

  1. Navigate to your user profile on the top-right corner of your screen.
  2. Click Settings.
  3. Navigate to All Settings tab.
  4. Click Monitor, under Email.
  5. See the inbound emails being shown as success.
  6. Click on the Navigation Menu.
  7. Navigate to Case work center.
  8. See that the cases from the inbound e-mails are not being created.


There is a case party which is set as Mandatory in the Party Schema, and which is not being determined either via the Routing Rules or via the standard determinations.


Using the party Processor as example, in case this party was set as Mandatory in the party schema, then one of the following approaches can be followed to ensure the email gets converted to a case:

  1. Remove the Mandatory flag from the Processor party, in the Party Schema.
  2. Ensure the mandatory party is being determined via the Routing Rules set up in the system or via the standard determinations.

Please notice that, in case the determination From Logon User is used for a mandatory case party, then it would be necessary to use another determination, as the Logon User is not relevant for the email to case flow, as the same gets created automatically in the background by the system.


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SAP Service Cloud Version 2 all versions