3420327 - A New Ticket Created When Replying to E-mail from Existing Ticket

A new ticket is created when you reply to an e-mail that you received from an existing ticket.

SAP Cloud for Customer

1. Go to the Service work center
2. Go to the Tickets view
3. Create a ticket 12345 (Where 12345 refers to the Ticket ID)
4. Go to the Interactions tab
5. Click new
6. Send an e-mail. The subject pattern is defined as 12345 - Subject
7. The recipient replies to the e-mail including [ ] before in the subject (e.g. RE: [EXTERNAL] 12345 - Subject)

Result: A new ticket is created instead of linking to the existing ticket 12345.

 [ ] is prepended in the subject line (e.g. by E-mail server system) which causes an issue with the subject pattern. The subject pattern has to be "[EXTERNAL]:12345 - Subject" or "12345 - [EXTERNAL] Subject" to be linked with ticket 1234.

Configure prepending [ ] at the end of the subject.

3077510 - Ticket (Inquiry) is wrongly re-opened based on an incorrect subject pattern

new ticket, subject pattern, reply, create, , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem