SAP Knowledge Base Article - Public

3075988 - Unassociated Email Reason Initiated By Employee

Symptom

After sending an email to a B2C Email Channel, the system is moving the email to the Unassociated Email view and marking it with the Reason Initiated By Employee.

Environment

SAP Cloud for Customer

Cause

If an email is received on a B2C Email Channel the system uses the email address to search among all Individual Customers already known, if no match is found the system will then check if the email is linked to any existing Employee. In case yes, the email will be moved to the Unassociated Email view, with the reason Initiated By Employee.

If no match is found for both checks, a new Individual Customer is created automatically by the system.

Resolution

Please make sure that the email being used to trigger the Tickets is not maintained under any Employees of the system. This will make sure that both Ticket and Individual Customer are going to be created once the email arrives to the system.

Keywords

E-mail; Integration; Customer Service; , 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