SAP Knowledge Base Article - Public

2236886 - Two Different E-mail Addresses In The TO Field Create Two Tickets In The System

Symptom

When you enter two different e-mail addresses in the TO field of an e-mail, two separate Tickets are created in the system but the same e-mail channel is assigned to both.

Environment

SAP Hybris Cloud For Customer

Reproducing the Issue

  1. Go to Microsoft Outlook.
  2. Click the New E-mail button.
  3. Enter e-mail addresses 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. Login to C4C system.
  6. Go to the Service work centre.
  7. Select the Tickets view.

You see that two new Tickets are created and both are assigned to the same e-mail channel.

Cause

This is the expected system behavior.

Resolution

If you send one e-mail to two different e-mail addresses (channels) in the TO field, the e-mail server (at the customer side) will send two e-mails out: one to the first address and the other to the second address. This is standard e-mail protocol. As a result, in C4C e-mail server, two e-mails are received: one copy from each address as they are maintained as inbound e-mail channels.

Every e-mail 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.

Currently the logic is as follows: when there are two valid e-mail addresses specified in the TO field, the first valid e-mail address is chosen and based on the e-mail address Ticket is created. So, for both the e-mails, as ABC is the first e-mail address, two Tickets for this channel are created.

Keywords

E-mail, Ticket, Channel, TO , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1805 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711