SAP Knowledge Base Article - Public

2970285 - Emails Sent with Channel on BCC are Going To Unassociated Emails

Symptom

Even after Scoping the BCC option for emails, the emails are going to the Unassociated Emails view.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Unassociated Emails view.
  3. See that the Emails sent with a channel in BCC are being shown here.

You would expect Tickets to be created, as you have enabled this feature on Business Configuration via Scoping Question: "Do you want to support e-mails which contain the channel in BCC?"

Cause

There is an option on Ticket Configuration that needs to be checked as well.

Resolution

  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Open the Ticket Configuration.
  4. Check the box "Do you want to create ticket automatically for BCC channels?"
  5. Save.

Keywords

Ticket ; Email ; Mail ; E-mail ; Unassociated ; CC ; BCC , KBA , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer core applications all versions