SAP Knowledge Base Article - Public

3768501 - Tickets From Customers Marked As SPAM

Symptom

SPAM is Maintained in The Subject of the Email and the Ticket

Environment

SAP Cloud for Customer core applications

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Tickets Work Center View
  3. Search with the subject with "SPAM"
  4. Select the Ticket with "SPAM" subject in the beginning
  5. Go to Interactions select three dots with view details for the SPAM email
  6. You see the ticket and E-mail subject start with the word "SPAM".

 

Cause

  1. In the backend, email is mentioned with the word "SPAM."
  2. Cisco logs don't mention exact issue for SPAM based on SBRS score
  3. In Cisco logs, you would find a tag with the following input in the processing details>
  4. MAIL POLICY "C4C_SPAM_TAGONLY" MATCHED THESE RECIPIENTS:
    cod.b2b.servicerequest@myxxxxxx.mail.crm.ondemand.com

 

Resolution

To know the exact cause of the SPAM email. Request original email (.msg format) from the end user and send it to the operation team for further investigation

Keywords

SPAM, SUSPECTED SPAM, Ticket, Email, Cisco, Operation, Original email, interactions, timeline, View details, tags , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem

Product

SAP Cloud for Customer core applications all versions