SAP Knowledge Base Article - Preview

3631183 - The Account's e-mail address changes to Reporter's e-mail inside Ticket

Symptom

When a Reporter e-mails the e-mail channel which automatically creates Service Tickets upon, the Involved Parties section pulls in an Account if the sender's e-mail is associated with a Contact and linked to an Account.

The problem is that the Account listed in the Involved Parties within the Service Ticket is automatically changing the e-mail address of the Account to match the Reporter's e-mail. This happens whether the Account has a listed e-mail or not. 


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Environment

SAP Cloud for Customer

Product

SAP Cloud for Customer core applications all versions

Keywords

email, service request, inbound, outbound, modifying, modification, changed, modified , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , LOD-CRM-ACC , Account , Problem

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