2379754 - Inbound Emails Of Contact Will Be Added To Existing Ticket If Customer Was Not Obsolete During First Ticket Creation

SAP Knowledge Base Article - Public

2379754 - Inbound Emails Of Contact Will Be Added To Existing Ticket If Customer Was Not Obsolete During First Ticket Creation

Symptom

An Inbound E-Mail received for which the Customer is made Obsolete after a Ticket was created through a first customer-contact, will, depending on the scenario, still be added to the existing Ticket.

Environment

SAP Hybris Cloud for Customer 1802 and higher

Reproducing the Issue

Prerequisite: E-Mail Channels of the type B2B (business to business) ABC (ABC represents the channel name) and B2C (business to customer) DEF were created and successfully set up for Ticket creation in the system.

  1. A Customer C1 sends an e-mail to channel ABC (or DEF respectively).
  2. In the corresponding system, a Ticket T1 is created and C1 receives an acknowledgment e-mail in their inbox.
  3. A system user now sets C1 as Obsolete.
  4. C1 responds to the acknowledgment-mail by sending a reply.

Result: Despite C1 being set as Obsolete the e-mail is added to T1 instead of it landing in the Unassociated E-Mails view.

Cause

Use case I) - B2B Channel
Step 1: Customer B sends an e-mail to B2B channel.
Step 2: The inbound e-mail creates a Ticket - 1 for customer B.
        Step 3: Reply/email is sent from C4C -> Customer B gets the e-mail with the ticket reference - 1 in their Inbox.
        Step 4: Inside C4C, customer B is made Obsolete.
        Step 4: Customer B replies to Ticket 1 from their inbox (referred in step 3).
        Result: The customer's e-mail threads to the Ticket - 1.

Use case II) - B2C channel
Step 1: Customer C sends an e-mail to  B2C channel.
Step 2: The inbound e-mail creates a Ticket - 2 for customer C.
        Step 3: A reply/e-mail is sent from C4C -> Customer C gets an e-mail with the Ticket reference - 2 in their Inbox.
        Step 4: Inside C4C, customer C is made Obsolete.
        Step 4: Customer C replies to Ticket 2 from their inbox (referred in step 3).
        Result: The customer's e-mail threads to Ticket - 2.

Use case III) - B2B Channel - Obsolete Customer sends new e-mail to C4C B2B Channel
Step 1: Customer D is set as Obsolete.
        Step 2: After being made obsolete, Customer D sends an inbound e-mail to the B2B Channel.
        Result: The e-mail ends up in the Unassociated E-mails with following reason: Account made Obsolete.

Use Case IV) - B2C Channel - Obsolete (Individual) Customer sends a new e-mail from their e-mail address to B2C
Step 1: Customer E is set as Obsolete. Their e-mail address is E_address@example.com.
Step 2: A new e-mail is sent from E_address@example.com to B2C channel.
        Result: The e-mail ends up in the Unassociated E-mails with following reason: "Sender is marked as obsolete"..

Observation: If the obsolete individual customer is sending an e-mail that would create a ticket instead of an e-mail that is part of an existing ticket (with the ticket ID on the subject, e.g. [ Ticket: XXX ] ABC (XXX represents the ID of the Ticket and ABC represents the subject of the Ticket)), this e-mail would go to the unassociated e-mail with reason "Sender is marked as obsolete".

Resolution

This is the expected system behaviour.

Keywords

E-mail; B2C; Obsolete; New Ticket; Individual Customer; , KBA , LOD-CRM-EMP , Employee , How To

Product

SAP Hybris Cloud for Customer all versions