You notice that, for your e-mail channel ABC, when a ticket is created via e-mail, the channel is not displayed in the To of the first interaction, in the Timeline tab.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to Service work center.
- Navigate to Tickets work center view.
- Open your ticket.
- Navigate to Timeline Tab
- Scroll down until you find the first e-mail which created the ticket.
- Expand the e-mail.
- See the To is empty.
This happens when there are multiple business partners associated with the channel e-mail address.
The C4C system expects only one individual customer to be associated with the channel e-mail address, so it can ensure that the correct party is associated with objects, such as Tickets.
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