3678185 - Error message is in Web Service Message Monitoring when E-Mail is forwarded to E-Mail Channel

• Error happens when an e-mail is forwarded to an E-mail Channel to create a ticket
• Error message: E-mail address XXX is invalid

SAP Cloud for Customer

Prerequisite

• E-mail that is received has multiple recipients (e.g. 1 recipient in To and 2 recipients in CC)
• Recipient has a special character in a name (e.g. "üß X" <x.uss@abcd.com>)

1. Forward the e-mail to an E-mail Channel to create a ticket
2. Go to the Service work center
3. Go to the Tickets view
4. Search for a ticket created by the incoming e-mail
5. No ticket found
6. Go to the Administrator work center
7. Go to the Web Service Message Monitoring
8. Search for the message for the incoming e-mail

Result: It fails with an error message.

SAP Cloud for Customer system uses a semicolon (;) to separate email addresses. If e-mails are separated with a comma, the system recognises a name as an e-mail address (e.g. "üß X" is considered as an e-mail address) and the error occurs.

Separate e-mails with a semicolon instead of a comma.

email address, invalid, emailserviceRequestIn, Lotus Notes, semicolon, comma , KBA , LOD-CRM-SC-EML , Email , Problem