Inbound e-mail with [ : ] string in the subject landed in Unassociated E-mails. As the ticket ID does not exist yet and the subject does not contain [ Ticket: 123 ] specifically, you expected new ticket to be created.
SAP Cloud for Customer
Reproducing the Issue
Prerequisite: inbound e-mail with subject pattern containing [ : ] was sent to the system.
- Go to the Service work centre.
- Go to the Tickets view.
- Ticket was not created for inbound e-mail.
- Go to the Unassociated E-mails view.
- "Reference ticket was not found" is displayed in the Reason column.
Subject pattern is checked in the following format: [ any text : alphanum ].
If there are two strings separated by semicolon within square brackets, second string (alphanum) is always assumed to be a ticket number and checked against in the system.
2694686 - A Reply to a Ticket is Not Added in The Interactions of The Ticket Although The Ticket ID is Mentioned in The Subject of The Reply
2443674 - Reason: "Reference ticket was not found" in Unassociated E-mails
e-mail, subject, pattern, subject pattern, ticket, interaction, unassociated, [:], [ : ], semicolon, string , KBA , LOD-CRM-SRP , Service Request Processing , Problem