SAP Knowledge Base Article - Public

3103900 - How To Check If Ticket Was Created From Unassociated E-mail?

Symptom

How to check if ticket was created from an unassociated e-mail?

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Environment

SAP Cloud for Customer

Resolution

Option 1:

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Go to the Timeline facet.
  5. Find initial inbound e-mail.
  6. Click the Subject line hyperlink.
  7. On the e-mail header, you can see Reason, for example: 'No matching contacts were found', 'Reference ticket is already closed' and so on.

Option 2:

  1. Go to the Activities work centre.
  2. Go to the E-mails view.
  3. Open e-mail XYZ (XYZ represents the e-mail ID).
  4. On the e-mail header, you can see Reason.

Unassociated E-mail Reason.jpg

To check user who converted e-mail XYZ into ticket ABC:

  1. Follow steps from Option 1 or Option 2.
  2. Go to the Changes facet.

Unassociated E-mail Changes.jpg

See Also

Help Portal document: Solution Guide for SAP Service Cloud - Tickets FAQ - What are all these unassociated e-mails?

Keywords

service request, ticket, e-mail, interaction, timeline, unassociated e-mail, reason , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions