SAP Knowledge Base Article - Public

2963754 - How To Enable Support Channel In BCC

Symptom

 You want to enable the 2008 release functionality and support channel e-mail address in the BCC field.

Environment

SAP Service Cloud

Reproducing the Issue

  1. Go to the Administrator Work Center.
  2. Go to the Service and Social view.
  3. Under Tickets, select Ticket Configuration.
  4. Go to the E-Mail Channel Configuration pane.
  5. Enable ''Do you want to create ticket automatically for BCC channels?''.

Cause

If the above option is missing, you have not enabled the relevant scoping question.

Resolution

  1. Go to the Business Configuration Work Center.
  2. Go to the Implementation Projects view.
  3. Select current project and click on Edit Project Scope.
  4. Go to Step 4 Questions.
  5. Expand Service - Customer Care - Service Request Management.
  6. Under E-Mail Options for B2B Scenario in Service Cloud enable the question ''Do you want to support e-mails which contain the channel in BCC?''.

See Also

A custom MIME header should also be maintained. The MIME header for BCC setting in Ticket Configuration is a placeholder where a text can be maintained for identification purpose.

The configuration needed is similar to the one done in multiple email channel in TO address feature. Please check this blog as reference:

Handling of Multiple – Channel E-mail addresses in the TO or CC field

 

Keywords

BCC Channel, Email Channel, Service, Support, Ticket, Ticket Configuration , KBA , bcc channel , e-mail channel , ticket configuration , service , tickets , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2008