3623594 - Email-to-case automatically determines a contact randomly

• When a case is automatically created through the email channel, the system randomly assigns a contact to the case.
• Business users expect the contact field to remain empty if no main contact is defined for the related account. 

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

1. Follow the configuration steps as described in the SAP Help documentation: Configure Inbound Email Channels to Create Cases.
2. Send an email to the configured inbound email address.
3. Navigate to the Cases work center and open the newly created case.
4. Observe that a contact is automatically determined, even though the related account does not have a main contact.

• This behavior is based on the party role determination logic in the party schema.
• If no main contact is defined in the business partner master data, the system attempts to use any available contact through default logic. 

1. Navigate to Settings → Case Type and identify the affected case type.
2. Open the Party Schema associated with the case type.
3. Locate the Party Role Assignment used (typically step 150 "From Business Partner Relationship").
4. If Take = One is defined, the system will attempt to assign a default contact. If none is explicitly defined, it may randomly assign one from the available relationships.

To prevent random contact assignment, ensure that a Main contact is defined in the business partner master data. If no contact should be assigned, adjust the party determination settings accordingly to avoid unintended defaults.

• Configure Inbound Email Channels to Create Cases
• KBA 3608047 - How to Auto-Assign Account and Processor for Email-Created Cases
• KBA 3357269 - How To Create Cases with Different Case Types via Email Channels 
• KBA 3433959 - Automatic case creation via Email channel is failing 

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