SAP Knowledge Base Article - Public

2468951 - Ticket Re-opened when an E-mail from Customer is Received

Symptom

When an email reply comes for a completed ticket then the ticket is re-opened.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID 123 (123 represents the Ticket ID).
  4. 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.

Cause

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.

Resolution

This is the expected system behavior.

See Also

2901992 - Ticket Reopened by User SAP_SMTP_IN

Keywords

Ticket ; E-mail ; email ; mail ; reopened ; re-open ; status ; status schema , KBA , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer add-ins all versions