When an email reply comes for a completed ticket then the ticket is re-opened.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Select the Tickets view.
- Open Ticket ID 123 (123 represents the Ticket ID).
- In the Changes tab we can see the Status has been updated from Completed to In Process when the e-mail is received, by user SAP_SMTP_IN.
When customer sends an e-mail, the system considers the case re-opened, so the Ticket Status will be changed to one that is set as In Process on the Status Schema maintained on the Business Configuration.
This is the expected system behavior.
2901992 - Ticket Reopened by User SAP_SMTP_IN
Ticket ; E-mail ; email ; mail ; reopened ; re-open ; status ; status schema , KBA , LOD-CRM-SC-EML , Email , How To