SAP Knowledge Base Article - Public

3044744 - Ticket Created Automatically For Every Incoming E-mail in B2B Scenario

Symptom

Ticket is created automatically for incoming e-mails in B2B Scenario.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Send an e-mail to the B2B Inbound Channel configured.

Result: a ticket is created automatically from this e-mail.

Cause

Following scoping question has been selected: Do you want to maintain service requests (tickets) automatically from incoming e-mails?

This question is used in conjunction with the incoming e-mail channel for corporate accounts (B2B).

Therefore, new incoming e-mails are automatically converted to tickets (or added to existing tickets). In case where neither is possible, it is added to the list of unassociated e-mails to be manually processed.

Resolution

To disable scoping question: Do you want to maintain service requests (tickets) automatically from incoming e-mails?, follow below steps:

  1. Go to the Business Configuration work centre.
  2. Go to the Implementation Projects view.
  3. Select current project and click Edit Project Scope.
  4. Navigate to step 4: Questions.
  5. Open path: Service -> Customer Care -> Service Request Management.
  6. De-scope question: Do you want to maintain service requests (tickets) automatically from incoming e-mails?
  7. Save your changes.

Notes:

  • If question is not selected, all incoming e-mails are added to the unassociated e-mails with a reason "E-mail requires manual follow up".
  • In the B2C scenario, e-mails are always converted to ticket, despite of this scoping question.

See Also

2621242 - Ticket Created Automatically For Every Incoming E-mail in B2C Scenario

Blog series: E-mail Response Management in C4C

3036385 - How To Block Incoming E-mails To Not Create Tickets

2311668 - Technical E-Mail Addresses For E-Mail Channels in Cloud For Customer

2900047 - B2B Inbound Email Does Not Create Service Ticket

Keywords

B2B, B2C, E-mail, Ticket, Unassociated E-mail, Default Customer, Block, Filter, Service Request , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

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