3499731 - Email-to-Ticket behavior with multiple E-mail Channels in "To"

Duplicate tickets are being created with the same Email Channel when sending an email with two Email Channels in the "TO" address.

SAP Cloud for Customer

When the feature "Handle multiple e-mail channel in TO address" is disabled, the system will always create 2 Tickets with the same Email Channel (The first one listed in "To")

In case you want the system to create a Ticket for each Email Channel listed in "To", you will need to enable the "Handle multiple e-mail channel in TO address" setting.

1. Open Administrator Work Center
2. Click on Service and Social
3. Ticket Configuration
4. Look for "Handle multiple e-mail channel in TO address"
5. Enable it
6. Add your Custom MIME header
7. Save

In this scenario multiple tickets will be created matching with the number of E-mail entries and each ticket will be created with separate E-mail channels which is maintained as the Custom MIME header.

More details on how to add a Custom MIME header into your mail server can be found on the following articles:

Handling of Multiple – Channel E-mail addresses in the TO or CC field

How To Set Up a Custom MIME Header for your Email Server

KBA , LOD-CRM-SC-EML , Email , How To