3638991 - Emails Not Routing To Service Cloud Due To Configuration Issue

• Emails are not being routed to the Service Cloud as expected.
• Intermittent routing issues observed for specific emails.
• Logs for the affected emails have been overwritten, preventing further analysis.

• SAP Cloud for Customer

• Potential misconfiguration in email routing channels.

• Delayed investigation leading to log data being overwritten before analysis.

1. Verify Email Routing Configuration

   • Navigate to Administrator > Service and Social > Email Channels

   • Confirm that the inbound email channels are properly set up and active.

2. Check Email Channel Assignments

   • Ensure email addresses are correctly mapped to relevant service categories or queues.

3. Monitor Logs Regularly

   • Review Email and Integration Logs frequently to avoid log overwrite (logs typically retained for 5–7 days).

4. Provide Fresh Examples if Issue Persists
   To enable effective investigation, please provide the following details for recent affected emails:

   • Email subject

   • Timestamp

   • Sender and recipient addresses

5. Prompt Log Review

   • Immediately review logs related to the provided examples to identify routing failures, rejections, or misconfigurations.

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