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
- Send an e-mail to firstname.lastname@example.org (email@example.com represents your e-mail channel).
- No Ticket or Unassociated E-mail is created.
The e-mail address firstname.lastname@example.org 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