SAP Knowledge Base Article - Public

2530772 - Ticket Created by Inbound Email Channel Assigned Wrong Ticket Type

Symptom

You have maintained multiple ticket types for E-mail Addresses with Channel Direction Inbound Only in Administrator.

However, wrong ticket type is assigned for tickets.   

Reproducing the Issue

Check for the ticket:

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket name).
  4. Check for Ticket Type field, shows XYZ (XYZ represents the Ticket Type name).

Check for email channels:

  1. Go to Administrator work center.
  2. Go to Service and Social section.
  3. Go to Communication Channels.
  4. Click Email Addresses.
  5. Find E-mail abc@xyz.com with Channel Direction Inbound Only.
  6. Click Edit.
  7. Check for Ticket Type maintained, shows PQR (PQR represents the Tickeyt Type name).

Result: The Ticket Type shown from the Ticket is different from the Ticket Type setting you have done under E-mail Addresses setting of Administrator.

Cause

You have maintained two Channel Direction with the same E-mail abc@xyz.com, which one is marked as Inbound Only and the other one as Outbound Only.

Only one Channel Direction should be maintained with one E-mail.

 

Resolution

  1. Go to Administrator work center.
  2. Go to Service and Social section.
  3. Go to Communication Channels.
  4. Click Email Addresses.
  5. Maintain only one single Channel Direction with E-mail "abc@xyz.com" and mark it as Inbound and Outbound.
  6. Remove the E-mail from the other channel maintained or provide a dummy E-mail.

Keywords

KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP C4C CORE all versions ; SAP Cloud for Customer all versions