3713254 - Ticket Reopened By Incoming E-mail Although E-mail Channel Linked with Ticket and E-mail Channel Used are Different

A ticket is reopened incorrectly when an e-mail is sent to a different e-mail channel maintained in the ticket, but containing the ticket ID in the subject of the e-mail.

SAP Cloud for Customer

1. Send an e-mail to the e-mail channel abc@abc.com to create a ticket
2. Ticket 123 is created (Where 123 refers to the Ticket ID)
3. Complete Ticket 123
4. Send an e-mail to a different e-mail channel xyz@xyz.com containing the subject [ Ticket: 123]

Result: Ticket 123 is reopen by this incoming e-mail

Expected Result: A new ticket is created or the e-mail goes to the Unassociated E-mail depending on the configuration, because the e-mail channel is not the same.

• Inbound e-mail processing in SAP Cloud for Customer depends on the status of the referenced ticket. When a valid ticket number is detected, the system associates the e-mail based on the ticket, regardless of the e-mail channel or ticket type.
• Status: Open, In Process, Completed => Incoming e-mail is associated with ticket ID in the subject of the e-mail
• Status: Closed => A new ticket is created or e-mail goes to the Unassociated E-mail work center view

This is the standard behavior of the system.

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 

e-mail, email, ticket reopened, email channel, mismatch, inbound, processing, ticket number, id, associate, link, subject , KBA , LOD-CRM-SC-EML , Email , Problem