SAP Knowledge Base Article - Public

2545699 - Reason "E-mail requires manual follow up" in the Unassociated E-mails view

Symptom

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"

Cause

Necessary scoping question is not selected in the system

Resolution

Request you to follow the below steps to fix the issue.

  1. Go to the Business Configuration Work Center
  2. Go to the Implementation Projects view
  3. Select Edit Project Scope
  4. Navigate to Step 4 Questions
  5. Select Service -> Customer Care
  6. Select Service Request Management
  7. Select the question “Do you want to maintain service requests automatically from incoming emails”
  8. Save

Keywords

KBA , LOD-CRM-WKF , Workflow , How To

Product

SAP Hybris Cloud for Customer 1708