3645403 - Email Failures in Inbound Monitoring Not Reflected in Case Auto Creation Monitoring

Failures are displayed in the Email Inbound Monitoring view, but no corresponding errors or entries appear in the Case Auto Creation Monitoring view.

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2

1. Navigate to the system.
2. Go to Settings -> Email -> Inbound Monitoring.
3. Observe several failed emails.
4. Navigate to Case -> Case Auto Creation Monitoring.
5. Notice that these failed entries are missing.

Working as designed.

• This behavior is expected due to the distinct scopes of the two monitoring tools:
  • Email Inbound Monitoring tracks failures related to the receipt and processing of emails, such as issues with email parsing, formatting, or delivery.
    • These errors indicate that an email could not be successfully received or interpreted by the system.
  • Case Auto Creation Monitoring specifically monitors the conversion of successfully received emails into cases.
    • Only after an email has been successfully processed via the Email Inbound channel will the system attempt to apply business rules and logic for automatic case creation.
• If an email fails in the Email Inbound process, it is never passed on to the Case Auto Creation process—hence, no corresponding entry appears there.

• Monitor Inbound Emails
• Case Monitor

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