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SAP Knowledge Base Article - PreviewSymptom
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.
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Environment
SAP Cloud for Customer Core Applications
Product
SAP Cloud for Customer core applications all versions
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
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