SAP Knowledge Base Article - Public

2992183 - When Filtering Unassociated E-mails for Channel Address, E-mails Where Channel is in BCC are Not Displayed

Symptom

When filtering your Unassociated E-mails using the Advanced Search, with the Channel field, you notice the results only display e-mails where the channel is maintained as TO or CC, but not as BCC.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Unassociated E-mails work center view.
  3. Open the Advanced Search
  4. Filter for the Channel field.
  5. See only results where channel is in CC or TO is displayed.

Cause

Currently, Cloud for Customer system does not store BCC information for incoming e-mails.

Resolution

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

C4C, Cloud for Customer, Unassociated E-mails, E-mails, E-mail, Unassociated, Filter, Channel, BCC, CC, TO, Service, Results, , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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