SAP Knowledge Base Article - Public

2583144 - Agent is Not Getting Determined Automatically for Unassociated Email


When you create ticket from unassociated e-mail the agent is not getting determined automatically, however, when you create a new manual ticket it is.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Unassociated Emails view.
  3. Open Email ID 123 (123 represents the email ID).
  4. Click on More > Convert to New Ticket.
  5. The Ticket created does not have the logged in user as the Agent/Processor.


The Current User determination method does not work for Tickets with Origin equal to E-mail or Phone Call. This is done as those Tickets are usually automatically created by Technical Users, that cannot be Ticket agents.


This is the system expected behavior.

Currently, a workaround could be, while converting the E-mail to Ticket from Unassociated E-mail list, in the Ticket Quick Create, change the data origin code to Manual.


E-mail; Un-associated; Ticket; Agent; Automatically; Determine; email ; mail ; unassociated ; associated ; current user ; logged in user ; ticket party , KBA , LOD-CRM-SRP , Service Request Processing , How To


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