SAP Knowledge Base Article - Public

2714251 - E-mail Channel Not Creating Tickets


You have created an E-mail Channel to create Tickets but it is not working, the Tickets are never created even though no error is shown.


SAP Cloud for Customer

Reproducing the Issue

  1. Send an e-mail to ( represents your e-mail channel).
  2. No Ticket or Unassociated E-mail is created.


The e-mail address is used in an existing Contact.


When an E-mail Channel is created, the system sets up automatically an Individual Customer with the same address, to make the whole scenario work. If there is already a Contact with the same e-mail address, the Individual Customer is not created and hence the E-mail Channel Does not work.

If you remove the e-mail address from the Contact, the scenario should work for the e-mails received from then on.


E-mail Channel ; B2B ; B2C ; Channel ; E-mail , KBA , b2b , b2c , email , contact , individual customer , account , LOD-CRM-SRP , Service Request Processing , How To


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