3576409 - Disabling Automatic Case Creation from Email Channel in SAP Service Cloud Version 2

• Administrators want to disable the automatic creation of tickets from incoming emails in the email channel within SAP Service Cloud Version 2 to better control ticket generation.
• The system does not provide an option to disable automatic ticket creation for a specific email channel.
• Every email received in the configured email channel automatically generates a new ticket, regardless of user preferences.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Navigate to the email channel configuration settings in C4C V2.
2. Review the current settings related to case creation.
3. Send an inbound email to the configured email channel.
4. Observe that a case/ticket is automatically created in the system without manual intervention.

• This behavior is by design in SAP Service Cloud Version 2.
• Email channels in the system are designed to automatically generate cases when an inbound email is received and the channel has been configured for Case Objects.

• It is not possible to use an email channel and prevent automatic case creation.
• Even if an administrator chooses to change the channel’s object type to something else like General, instead of associating it with cases.
  • However, setting the object type to General will result in the following limitations:
    • No cases will be created from inbound emails.
    • The same email channel cannot be used for outbound communications from cases.
    • Follow-up emails related to a case (inbound responses) will not function properly.
    • The system will display the error message: "Invalid Channel" under Settings → Email → Inbound Monitoring.
• Would like to submit a New Requirement request?
  • Please post your requirement/vote for the requirement on our Influence site, via the following SAP Sales and Service Cloud Version 2 & SAP Enterprise Service Management: https://influence.sap.com/go/sales_service_v2_esm .
  • Refer to KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software, for additional details.
  • Please note that any forward-looking roadmap item is subject to change and timelines are tentative in nature. When it's available, the information will be shared via the What's New documentation with links.

• SAP Service Cloud V2 Help Portal
• 3433959 - Automatic case creation via Email channel is failing
• 3455922 - Managing Automatic Contact Assignment in Case Creation Scenarios
• 3357250 - How To Monitor Case Auto Creation from Inbound Emails
• 3392310 - How to Enable the Auto Creation of an Individual Customer for Inbound Emails in a Specific Email Channel

Automatic Case Creation, Email Channel, Disable Ticket Creation, SAP Service Cloud V2, Email-to-Case, Inbound Email, General Object Type , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem