3432567 - Inbound Email not Mapping to Existing Ticket but creates a New Ticket

Symptom

A customer replies to an email from a Ticket but although the Ticket ID is mentioned in the Subject, the reply is not shown in the Ticket Interactions.

Instead, the email creates a new Ticket.

Environment

SAP Cloud for Customer Core Applications

Reproducing the Issue

Pre-Requisite: The customer replied to an email from a Ticket 123 (123 represents the Ticket ID) and the Ticket ID is mentioned in the Subject.

Go to the Service work center.
Select the Tickets view.
Open Ticket 123.
Select the Interactions facet.

The incoming E-Mail reply from the customer is not shown in the Interactions of the Ticket.

Instead, the email creates a new ticket.

Cause

When an Email is sent from a Ticket, it prepends [EXTERNAL] to the subject Example: [EXTERNAL] 123 - Subject, where 123 is Ticket ID.

Once the customer replies to that mail, the subject will be, RE: [EXTERNAL] 123 - Subject.

Subject Pattern maintained in the settings of the E-Mail Channel is '123 - Subject', the system will recognize Ticket ID only if the pattern is matched, like 'RE: 123 - [EXTERNAL] Subject' or 'RE: [EXTERNAL]:123- Subject'.

Resolution

This is the standard system behaviour in SAP Cloud for Customer, system relies on Subject Pattern.

1. If [EXTERNAL] is added manually, the placing of the same should maintained properly.

2. If [EXTERNAL] is added by mail server, configure it to prepend it instead of appending it to the Subject.

Navigate to the below link for information related to the above configuration.

Adding text to emails received from external address

Keywords

inbound email, email, duplicate ticket, subject pattern, email subject, interactions, subject, service, service request, e-mail, timeline , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP Cloud for Customer core applications all versions