2424066 - Email Channel Address in BCC

SAP Knowledge Base Article - Public

2424066 - Email Channel Address in BCC

Symptom

Setting the email channel address in BCC (BCC repressent Blind Carbon Copy) does not result in ticket creation and email will be bounced back.

Reproducing the Issue

Scenario 1.

  1. Go to Outlook.
  2. Click the New button.
  3. Enter cod.servicerequest@myxxxxxx.mail.crm.ondemand.com in BCC.
  4. Click the Send button.
  5. There will be no ticket created in SAP Hybris Cloud for Customer.

 

Scenario 2:

  1. Go to the Service work centre.
  2. Select the Tickets view.
  3. Open a ticket.
  4. Go to the Interactions facet.
  5. Click the Reply button.
  6. Enter the Enter cod.servicerequest@myxxxxxx.mail.crm.ondemand.com in BCC.
  7. Click the Send button.
  8. You get a notification that the email was bounced back.  

Cause

This is expected system behaviour.

Resolution

You have to use only the TO and CC email options when using the email channel address.

Keywords

KBA , LOD-CRM-ACC , Account , How To

Product

SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1611 ; SAP LE APPL.PLATFORM 1702 ; SAP LE APPL.PLATFORM 1708