SAP Knowledge Base Article - Public

3041452 - Inactive Email Channels Still Create Tickets

Symptom

You have deactivated (set as Inactive) an Email Channel. However, when sending Emails to this Channel, the Email Channel still create Tickets.

Environment

SAP Cloud for Customer

Cause

Setting an Email Channel as Inactive only prevents users to send Outbound Emails using that Email channel. This action does not stop inbound emails from being received on that deactivated channel.

This was designed to avoid the loss of data, in cases where the thread was using a channel which was deactivated. Another scenario is when a customer was used to reach out to a company via an old email channel, which is not deactivated.

Resolution

The only way to stop the Ticket creation is by editing the existing email channel and adding an invalid address, there. This will deactivate the email channel in definitive.

Keywords

Deactivated; E-mail; Ticket Creation; Error; , 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