3636640 - E-mail Channel sent in BCC is Associated with Existing Tickets

• You sent an E-mail to an E-mail Channel in BCC
• The e-mail has a subject which contains one of the subject patterns (e.g. 12345 - Test e-mail) but this pattern is not maintained in the E-mail Channel
• The e-mail is associated with the existing ticket 12345

SAP Cloud for Customer

1. Send an e-mail to an E-mail Channel in BCC (e.g. Subject is 12345 - Test e-mail)
2. Go to the Service work center
3. Go to the Ticket work center view
4. Open Ticket 12345
5. Go to the Timeline/Interactions facet

Result: The e-mail is associated with the ticket, and as a result, a completed ticket is reopened

Expected Result: A new ticket is created because the subject pattern is different.

This is a current system expected behaviour because of the E-mail Processing logic. When the Email Channel is not found in the To or CC fields, but it is in BCC field, the system performs the following checks:

• The system checks the Email subject for a valid ticket number

1. If the ticket number is found: The E-mail is automatically associated with the corresponding ticket
2. If the ticket number is Not found: The email is marked as Unassociated with the remark "Channel not found in To or CC" or a new ticket is created depending on the configuration

For the reason why the e-mail is associated with ticket even the subject pattern is different, refer to the KBA 3077510 - Ticket (Inquiry) is wrongly re-opened based on an incorrect subject pattern.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

• SAP Service Cloud

KBA 3077510 - Ticket (Inquiry) is wrongly re-opened based on an incorrect subject pattern

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