SAP Knowledge Base Article - Public

3466904 - Tickets Created With Default Account Although An Active Contact Is Maintained


Sending an E-mail to the E-mail channel is creating Tickets with Default Account maintained in the channel although the sender of the E-mail is maintained as an active Contact in the system and is assigned to an active Account.


SAP Cloud for Customer core applications

Reproducing the Issue


  1. An Active Contact with E-mail address is maintained and is associated with an Active Account XYZ ( is the contact E-mail address and XYZ is the Account name)
  2. An Active E-mail Channel with a Default Account is maintained


  1. Send an E-mail to the Active channel from the E-mail maintained as Contact
  2. Go to Service Work Center
  3. Go to Tickets View
  4. Open the new Ticket 123 (123 represents the Ticket ID created from E-mail)
  5. On the Overview see that the Customer determined is the Default account 
  6. But you expected the Account to be XYZ which is associated to the contact


The Sender E-mail address is maintained for more than one active contacts in the system.


An E-mail should be linked to only one active contact and if multiple/no active contact is found then the system creates a Ticket with the Default account maintained in the E-mail channel. This is system expected behavior.

Delete the E-mail from the duplicate contacts and maintain only one Active contact with the E-mail so the system can create Ticket with the Account associated to this Contact.

You can delete the E-mails from the contact by:

  1. Go to Customer Work Center
  2. Go to Contacts View
  3. Search using ""
  4. See the list of contacts in the results
  5. Open the contacts one by one and in the header section clear the E-mail address maintained as "".
  6. Save


Ticket , Default Account , Contact , Multiple Contact , Channel , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications all versions