3777365 - Case Priority Automatically Set Based on Inbound Email Importance Level

When cases are generated from inbound emails, the case priority is being assigned based on the email’s importance flag rather than defaulting to Normal priority.

SAP Service Cloud Version 2

1. Compose and send an email to a configured email channel to trigger case creation, setting the message importance to either High Importance or Low Importance (e.g., using Microsoft Outlook).
2. Navigate to the Cases worklist.
3. Locate the case generated in Step 1 and review its assigned priority.

Results: Emails flagged as High Importance generate cases with priority Urgent / Immediate. Emails flagged as Low Importance generate cases with priority Low.

This behavior is working as designed and reflects standard system functionality. When an inbound email is received, the system reads the email’s importance flag and maps it to a corresponding case priority. 

Examples

• Low Importance E-mail → Low (code 04)
• Normal E-mail → Normal (code 03)
• High Importance E-mail → Very High/Immediate (code 01)

If this feature or functionality is required, please submit an idea through the Customer Influence Portal. For guidance on how to submit a request, refer to:

• KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software

KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software

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