3624106 - Status and Owner of Unassociated Emails

For unassociated emails, the status is open and the owner is blank and both fields are not editable.

SAP Cloud for Customer

1. Go to the work center Service, and the view Unassociated Email.
2. Open an email and click Edit.
3. The status and the owner are not editable.

The status of unassigned emails will always be open initially. It cannot be changed manually, however once the unassigned email is assigned to a ticket (existing or new), the status will be updated to Completed. For emails that are associated with tickets straight away, the status is "Completed" immediately.

Regarding the owner, no default owner is assigned when an email comes in. However once it is edited, the party determination runs according to the methods that are set in the system here:

Work center Business Configuration > Overview > Search for "Activities" and open it > Go to Involved Parties for E-Mails > Check the "Employee Responsible" party and click on "Maintain Determinations". 

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