3644454 - E-mails from Partner Contacts do not Create Tickets in B2B Channel

Tickets are created by E-mails sent from Contacts, but not from Partner Contacts.

Emails from Partner Contacts are routed to the Unassociated E-mail folder with the reason "No matching contacts were found".

Cloud for Customer

1. Configure the system to create Tickets from Incoming E-mails.
2. Send an E-mail from a Contact with an active E-mail address in the system and confirm that a Ticket is created.
3. Send an E-mail from a Partner Contact with an active E-mail address in the system.
4. Observe that no Ticket is created, and the E-mail is routed to the Unassociated E-mail folder with the reason "No matching contacts were found".

In the B2B Channel Configuration, the system matches the sender E-mail address against active Contacts in the system. Partner Contacts are treated differently from Account Contacts, and if no active Contact is found, the E-mail is routed to the Unassociated E-mail folder.

Maintain Partner Contacts as Account Contacts in the system to ensure that E-mails from these addresses create Tickets automatically.

KBA 3426260 - E-mail To B2C Channel Lands In Unassociated E-mails

Partner Contacts, E-mail Ticket Creation, no matching contacts, B2B Channel, Ticket Creation failure, E-mail Routing, Partner Contact Configuration, Account Contact, E-mail conflicts, Active Contacts, B2B E-mail processing , KBA , LOD-CRM-SC-EML , Email , Problem