3519284 - Email threaded into wrong ticket

You notice that some emails are not linked to the correct ticket or they may be threaded into an existing ticket rather than creating a new one.

SAP Cloud for Customer

1. Send an email to your channel email address with the following subject (for example): Test email: 123
2. Go to the work center Service, view Tickets.
3. You will not find a new ticket with this subject / description.
4. However, if you open the ticket 123, you will see that the email is threaded here.
5. The subject of the ticket 123 is different, so you would expect that the email creates a new ticket.

This is due to the threading logic that is based on the subject pattern selected in the email channel. 

The possible options for the subject pattern are:

1. [ Ticket: 123456 ] Subject
2. 123456 - Subject 

In the first case, the system checks an incoming email to see if the number right after the colon (:) is an existing ticket number. If yes, it links the email to that ticket. So in our example subject "Test email: 123", 123 is interpreted as a ticket ID. If the subject was "Test email 123" (i.e. no colon) for example, it would not be considered related to ticket 123.

In the second case, the system checks an incoming email to see if the number right after the hyphen (-) is an existing ticket number. If yes, it links the email to that ticket.

So it is not the complete subject that has to match an existing ticket but rather the number after the colon / the hyphen, depending on which pattern you are using.

KBA 2443674 - Reason: "Reference ticket was not found"  in Unassociated E-mails

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