2236886 - Two Different E-mail Addresses in the TO Field Create Two Tickets in the System

SAP Knowledge Base Article - Public

2236886 - Two Different E-mail Addresses in the TO Field Create Two Tickets in the System

Symptom

Two seperate Tickets are created in the system, if you enter two different addresses in the To field of an e-mail, but the same channel is assigned to both.

Reproducing the Issue

  1. Go to Outlook.
  2. Click the New E-mail button.
  3. Enter e-mail address ABC and DEF in the To field (ABC and DEF are the names of the e-mail channel addresses).
  4. Click the Send button.
  5. Go to the Service work centre.
  6. Select the Tickets view.

Here you’ll see that two new Tickets are created and both are assigned to the same e-mail channel.

Cause

This is the expected system behaviour.

Resolution

If you send one email to two different email addresses (channels) in the To field, the email server at the customer side will send two emails out, one to the first address and the other to the second address. This is the standard email protocol.

So in our C4C email server we recieve two emails.  One copy from each address as they are maintianed as inbound email channels.

Every email that reaches the C4C system is converted automatically into a Ticket and as part of this we copy the from address into the Channel field and also the content into the ticket description. This is an automatic process.

 Here currently the logic is as follows, when there are two valid email addresses specified in the TO address, we choose the first valid email address and create the ticket based on the email address. So now for both the emails as ABC is the first email address we create the tickets for this channel.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711