3556605 - Outbound Emails are Assigned to Incorrect Tickets

Outbound e-mail activities created from workflow rules are being associated with incorrect tickets

SAP Cloud for Customer

1. Create a Contact with your e-mail and role Claim Notification for account XXXXX
2. Create a Workflow to send a Outbound Email when an Inbound Email is received to C4C
3. In Workflow Subject pattern for the outbound email will be R:#SUBJECT# - Ticket #TICKETID# 
4. After all configurations Send E-mail to C4C with the subject  Purchase order number: XXXX(ticket ID existing in C4C system) has been approved
5. Once Email is received into C4C a New Ticket will be created with ID XXX and Workflow Rule will be triggered
6. Check the Outbound E-mail Activity created from the Workflow E-mail
7. Outbound E-mail will be assigned to ticket XXXX which is mentioned in the subject of the Email

System considers the number present after the colon " : " in the subject. This is a expected behavior. As there is a number in the subject of the email and a ticket already exists with the same number system is considering that ticket and getting associated with that ID.

To avoid such issues, always ticket number should be present in the beginning of the email subject.  So while configuring subject pattern in workflows also we must follow the same rule.

Example :  Ticket: #TICKETID# - #SUBJECT#

Ticket association, Outbound Email, Subject issue , KBA , LOD-CRM-SC-EML , Email , How To