3802944 - Individual customer not auto-created on Email-to-Case for non-standard party schemas

• Automatic creation of an individual/private customer record does not occur when an email arrives from a sender not yet known as a customer, when the involved-party schema in use is copied from CASE_GENERAL.
  • Expected behavior: a private customer is auto-created when the email sender does not match an existing Business Partner.
  • Actual behavior: no private customer is created.
• Disabling all workflow rules, determination rules, and codelist restrictions in a test tenant does not resolve the issue.
• For the customer, using the involved-party role "CASE" is not a viable workaround, since the "Customer" role is mandatory in that schema, which conflicts with the requirement to auto-create a customer that does not yet exist at the time the email arrives.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

email-to-case, auto-create customer, private customer, individual customer, case auto creation, party schema, CASE schema, CASE_GENERAL, customer role mandatory, email sender unknown, business partner not found, determine parties, email channel configuration, service cloud v2, case management , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem