3276745 - Ticket Creation Scenarios for Email Channels

You need to know the behavior and combinations for Ticket Creation Scenarios for Email Channels

SAP Cloud for Customer

1. If Outbound Channel is the first channel:

a. If a contact is found, the Ticket is created? Yes, this should be created.
b. If no contact is found, the email goes to Unassociated Email? Yes, as you will not be able to maintain the Default account
c. If multiple contacts are found, the email goes to Unassociated Email? Yes, you can see the following KBA: 3040282 added in see also.

2. If Inbound is the first channel:

a. If a contact is found - What happens here? Yes, this should be created.
b. If no contact is found - What happens here? It will check the Default Account maintained on the channel
c. If multiple contacts are found - What happens here? Yes, please see more information on the following KBA: 3040282 added in see also.

Also, please notice the following:

The multi channel need not be active if there is only one channel involved.

KBA 3040282 - Reason "Multiple matching contacts were found" Is Shown When an E-mail is Received and an Unassociated E-mail Is Created Instead of a Ticket

KBA , LOD-CRM-SC-EML , Email , How To