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.

Pre-Requisite: 

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

Steps:

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 abc@def.com 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 "abc@def.com"
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 "abc@def.com".
6. Save

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