SAP Knowledge Base Article - Public

2918508 - Ticket Is Created From An Incoming E-Mail With the Wrong Account

Symptom

Ticket is created from an incoming e-mail with the wrong account.

Environment

SAP Cloud for Customer

Reproducing the Issue

A contact is assigned to two different Accounts, Account ABC and Account DEF (ABC and DEF represents the Account ID's). An incoming e-mail from the contact comes in the system, and Account ABC is assigned to the Ticket while you expect Account DEF to be maintained in the ticket, as the contact has the Main flag for Account DEF.

Cause

When a contact is associated with multiple accounts:

  • If the same e-mail address is maintained for all the relationships with the account, the system considers the account randomly, and not based on any indicator.
  • If different e-mail addresses are maintained for account relationships, the system considers the account as per the sender e-mail.

Resolution

Currently the system is not considering any indicator, like the main indicator, to select the account. This is the standard behavior of the system.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center.

You can find more details about the services offered by Cloud Service Center . You can contact Cloud Service Center as follows:
1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder
2. If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of SAP Application Development site , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page.

Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea.

Keywords

 e-mail, email, account, ticket, main , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions