SAP Knowledge Base Article - Public

2714251 - E-mail Channel Not Creating Tickets

Symptom

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.

Environment

SAP Cloud for Customer

Reproducing the Issue

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

Cause

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

Resolution

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.

Keywords

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

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions