SAP Knowledge Base Article - Public

3040282 - Reason "Multiple matching contacts were found" Is Shown When an E-mail is Received and an Unassociated E-mail Is Created Instead of a Ticket

Symptom

When an e-mail from e-mail address "ABC" (ABC represents the e-mail address) is received, an Unassociated E-mail is created instead of a Ticket, with the reason "Multiple matching contacts were found".

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Unassociated E-mails.
  3. See that e-mail address "ABC" has reason "Multiple matching contacts were found --".

Cause

The e-mail address "ABC" is maintained for both an Account and a Contact. That's the reason why the e-mail was sent to Unassociated Emails list.

The system considers both Accounts and Contacts as Business Partners. In case the same e-mail address in maintained in more than one Business Partner, the system behaviour will be inconsistent.

Resolution

 In order for the ticket to be automatically created, the e-mail address should be maintained under only one Business Partner.

See Also

 2711482 - Multiple Matching Contacts on Unassociated E-mails Even Though There Is Only One

Keywords

Multiple ; Matching contacts ; Unassociated E-mail ; Ticket ; Business Partners ; Mail ; Email , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions