SAP Knowledge Base Article - Public

3357250 - How To Monitor Case Auto Creation from Inbound Emails


You would like to understand how to monitor the case auto creation from inbound emails received in the system, specially for instances where only the email activity is created and the case was not automatically created.


SAP Service Cloud Version 2.

Reproducing the Issue

  1. Click on the User Menu.
  2. Click Settings.
  3. Navigate to All Settings.
  4. Click Inbound Monitoring, under Emails.
  5. Here you see the inbound email has reached the system successfully.
  6. Navigate to Emails work center.
  7. Select the inbound email that reached the system.
  8. Navigate to Related Entities.
  9. See the case was not automatically created.


For emails which reach the system and the respective case was not automatically created, you can follow the steps below to monitor the status of the automatic case creation:

  1. Click on the User Menu.
  2. Click Settings.
  3. Navigate to All Settings.
  4. Click Case Auto Creation Monitoring, under Cases.

Here it is possible to monitor any occurrences where the email reached the system and a case was not created due to an error message, and users can make the necessary adjustments in the case settings as per the error experienced.

The monitoring also provides the ability to Reprocess any occurrences once adjustments are done, and there will be a cycle of status followed:

  • Open
  • Reprocessed

Should the case gets created once it is reprocessed, the status will be set as Reprocessed on the monitoring, however, in case the error persists, the status will be set back to Open.


Email, Email Channel, Inbound Email, Case, Cases, Case Auto Creation, Case Creation, Case Auto Creation Monitoring, Reprocess, SAP Service Cloud Version 2, Monitor, Monitoring, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To


SAP Service Cloud Version 2 all versions