SAP Knowledge Base Article - Public

2258742 - E-mail Tickets Not Created In The System

Symptom

E-mail Tickets are not created for Service Request/Employee Support even after maintaining correct E-mail channel.

Environment

SAP Cloud For Customer

Reproducing the Issue

You are sending an E-mail to E-mail channel maintained in the system but the Tickets are not created.

Cause

Relevant MIME types are not allowed in the system.

You can check error messages by following the below steps:

  1. Go to the Administrator Work Center.
  2. Go to the General Settings View.
  3. Go to the Web Service Message Monitoring.
  4. Filter for Erroneous messages.
  5. Check relevant error message.

Resolution

Allow required MIME (Multipurpose Internet Mail Extensions) Type:

  1. Go to the Business Configuration Work Center.
  2. Go to the Overview facet.
  3. Open the Activity Allowed MIME Types for Document Upload.
  4. Maintain relevant MIME types.

Restarting error message would deliver the E-mail and Ticket will be created in the system.

See Also

2175656 - Web Service Message Monitoring View is not Avaliable

Keywords

E-mail, Ticket, Web Service Message Monitoring, MIME , KBA , tickets not created , octet-stream , text/html , mime , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer add-ins all versions