3753531 - Failed Workflow Sending Mail to Email Channel Results in Bounced Email Creating Ticket

• Failed workflow execution is shown in a lead while an email is received from XXX@myxxxxxx.mail.crm.ondemand.com.
• Bounce/DSN messages are observed, for example: 

"550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces."

"Message could not be delivered, will try again later."

"No delivery to abc@gmail.com."

SAP Cloud for Customer 

1. Go to the Activities work center.
2. Go to Emails work center view.
3. Open an email activity with a subject starting with "Send status for:" sent from xxx@myxxxxxx.mail.crm.ondemand.com to yyyyyy@yyyy.com
4. Observe that the email is a delivery status notification (bounce) and that a ticket has been created from this email, even though a related workflow in a lead shows a failed execution.

• An outbound email was sent to an invalid or temporarily undeliverable recipient; the mail system generated a delivery status notification (bounce) from xxx@myxxxxxx.mail.crm.ondemand.com.
• Bounces are typically linked to the existing ticket; in certain cases where the recipient has an automatic reply (for example, out-of-office), the system also creates another email activity via the configured channel, which can result in a new ticket.
• This is the expected system behavior and is not caused by the failed workflow; the workflow failure and the bounce-driven ticket creation are unrelated.

1. Tis is current and expected behavior. Bounces are generated for undeliverable emails and may create/attach email activities and tickets via configured channels.
2. If duplicate or irrelevant tickets from bounces should be avoided, add the DSN sender address (for example, xxx@myxxxxxx.mail.crm.ondemand.com) to the exclude list in:

Administration → Service and Social → Ticket Configuration.

• Be aware: blocking xxx@myxxxxxx.mail.crm.ondemand.com will stop bounce notifications such as "Message could not be delivered, will try again later" and "No delivery to abc@gmail.com", which may limit visibility into undelivered emails.
• Optionally, review recipient-side automatic reply settings (for example, out-of-office) that can cause additional email activities and ticket creation.

bounce, DSN, email channel, duplicate ticket, automatic reply,  invalid recipient, 550 5.1.1, message could not be delivered, no delivery to, workflow failed, email activity, ticket creation, c4c, email , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-WKF , Workflow , LOD-CRM-SRP , Service Request Processing , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions