2468951 - Ticket Re-opened when an E-mail from Customer is Received

An inbound e-mail has re-opened completed ticket. In the Changes facet, you see that change was made by technical user SAP_SMTP_IN.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket ID 123 (123 represents the affected ticket ID).
4. Go to the Changes facet.
5. Status was updated from Completed to In Process when the e-mail was received, and changes were made by user SAP_SMTP_IN.

SAP_SMTP_IN is a technical user for e-mail changes (inbound communication).

When reference inbound e-mail is received, the system considers the ticket as reopened. Therefore, Status is changed from Completed to In Process (as per Status Schema maintained in Business Configuration).

This is an expected system behavior that ticket is reopened and to show technical user name as SAP_SMTP_IN in case of inbound e-mail communication reference to ticket.

SAP Help Portal Document - Manage Tickets

Inbound Communication, Ticket, Email, Reopened, Ticket, Status, Change, Complete, In Process , KBA , LOD-CRM-SC-EML , Email , How To

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