2443674 - Reason: "Reference ticket was not found" in Unassociated E-mails

SAP Knowledge Base Article - Public

2443674 - Reason: "Reference ticket was not found" in Unassociated E-mails

Symptom

Error: "Reference ticket was not found"  in Unassociated E-mails

Reproducing the Issue

  1. Go to Services workcenter
  2. Go to Unassociated E-mails view
  3. In the Unassociated E-mail Facet, if you look for the Column "Reason", you will see Reason: "Reference ticket was not found" against e-mail ABC.

Cause

  1. UnAssociated E-mails with the above reason do not have [ Ticket: xxx ] in their subject.
  2. These emails subjects are containing brackets but there are no mention of "Ticket" inside the brackets.

 

Resolution

  1. Handling this scenario requires an enhancement to our standard logic. This shall be in the future road map of enhancements to the product.
  2. The configuration of B2B email channels needs to be changed so that an admin can decide how to react to an "invalid" Ticket ID in the subject of an incoming email.
  3. Currently the email always takes the exception path, but the admin may prefer a new ticket to be created.

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

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