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 and box option in Administrator, 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 the e-mail channel also has a default account configured.

Cause

In the BCC scenario, a custom MIME header must be created along with your mail server infrastructure team, for example "BCC_Header". Then, this same text must be maintained in the MIME header under Administrator > Service and Social > Ticket Configuration. The system will search for the text maintained in the ticket configuration in the MIME header.

If the ticket configuration is not maintained for BCC MIME header, the channel present in BCC is not considered. The e-mail lands in the Unassociated E-Mails list as there is no valid channel found. Even if the sender is maintained as a contact, the e-mail goes to the Unassociated E-Mails list. The default account is also not considered.

If the ticket configuration is not maintained for BCC MIME header, the channel present in BCC is taken into consideration.

Resolution

In order to use the channel in BCC scenario, the custom BCC MIME header needs to be maintained at your mail server. This is the standard behavior of the system.

1. If you are a partner: please use cloudsolutionpartner@sap.com or the Partnerfinder

2. If you are a customer:

    1. Contact your Account Executive;
    2. Check the link https://www.sap.com/services/innovation.html#contact-us.

An alternative option may be to check the SAP Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

See Also

 2963754 - How To Enable Support Channel In BCC

Keywords

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

Product

SAP Cloud for Customer core applications all versions