You have a B2B scenario in the system and Tickets are not created when e-mails are received from existing contacts. There are mails in Unassociated E-mails with a reason "E-mail requires manual follow up"
Necessary scoping question is not selected in the system
Request you to follow the below steps to fix the issue.
- Go to the Business Configuration Work Center
- Go to the Implementation Projects view
- Select Edit Project Scope
- Navigate to Step 4 Questions
- Select Service -> Customer Care
- Select Service Request Management
- Select the question “Do you want to maintain service requests automatically from incoming emails”
KBA , LOD-CRM-WKF , Workflow , How To