SAP Knowledge Base Article - Public

2447468 - E-mail Responses Not Reflected In Tickets

Symptom

You are not receiving any e-mail replies in the Ticket when the Ticket status is Closed.

Also, a new Ticket is not created when the customer replies on the Ticket with status Closed.

Reproducing the Issue

  1. Go to Service work center.
  2. Go to Tickets view.
  3. Open ticket 123(where 123 is the Ticket ID).
  4. Navigate to Interactions facet.

The customer has sent e-mails to Ticket 123 but they are not visible under Interactions.

Cause

Once the status of a Ticket is set to Closed  then no changes can be done to it.

When an email is sent out it is sent with the subject [Ticket : 123].When the customer responds to it, the C4C system identifies the Ticket based on the Subject and then associates it with the existing Ticket.

Hence, a new Ticket cannot be created. 

Resolution

This is the expected system behavior.

Keywords

KBA , SRD-CC-FED , Feeds , How To

Product

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