Emails with the Email Channel in BCC are wrongly assigned to Tickets as the Subject Pattern is not considered.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Select the Tickets view.
- Open Ticket ID XYZ (XYZ represents the Ticket ID).
- Go to the Interactions tab.
- You can see emails assigned to this Ticket that should not.
Since the Email Channel is present in BCC, application is unaware of the Channel to which the Email is sent and hence is unable to decide on the Subject Pattern. Therefore the system scans the subject of the email for Ticket ID using both the patterns possible giving precedence to the first pattern found.
This is the expected behavior of the system.
To avoid this, the Email Channel should be maintained either in CC or in the TO section.
Ticket Subject ; BCC ; CC ; To ; Email ; Subject ; Pattern ; Wrong Ticket ; , KBA , LOD-CRM-SC-EML , Email , How To