SAP Knowledge Base Article - Public

3035025 - Automatic Replies(Out of Office) are Updating the Ticket Status

Symptom

When sending a memo to the customer and setting the ticket to Completed status, the ticket status changes back to In-Process as customer has automatic reply(out of office) setup.

Environment

SAP Cloud for Service

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket 123(Where 123 is the ticket ID)
  4. Go to the interactions facet.
  5. Send a reply to the customer and said the status to completed.

After a while, that is an automatic reply from the customer in the ticket and the status of the ticket is changed to 'Inprocess'

Cause

Every incoming email is considered as a customer response which will update the 'customer updated' check box and update the status of the ticket as well.  This is the expected system behavior.

Resolution

To avoid Tickets from getting re-opened from auto-response/out of office emails, your IT/Network Administrator needs to filter such mails on your company mail server and ensure such mails are not rerouted/forwarded to the C4C mail channel address.

Keywords

customer updated technical user , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications 2102