SAP Knowledge Base Article - Public

2576505 - "For bounced emails, assign task to account owner" Is Not Working on Campaigns

Symptom

You have checked the box For bounced emails, assign task to account owner, but not activity task is assigned to account owner when an email bounces.

Environment

SAP Hybris Cloud for Customer 1711/03

Reproducing the Issue

  1. Go to the Sales Campaign work center;
  2. Go to the Campaigns view.
  3. Open Campaign ID XYZ (XYZ represents the ID of the campaign).
  4. On the Overview tab, see that the For bounced emails, assign task to account owner box is checked.
  5. Go to the Execution Details view and see that there is one or more bounces.
  6. On the bounce line, open the Account 123 (123 represents the ID of the Account).
  7. Go to the Activities tab > No task related to the campaign is present.

Cause

For bounced emails, assign task to account owner creates a BTM Task for the employee who owns the account to check the reason for the bounce. It does not create an activity task. This is shown to the user on the notifications.

Also, these tasks are only going to be created for the case of hard bounce for e-mail address invalid scenario.

Resolution

This is the expected system behavior.

If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Customer Influencer Site to submit an idea: https://influence.sap.com/SAPCloudforCustomer.

Keywords

Campaign ; Bounce ; Task ; Account ;  Notification ; BTM , KBA , LOD-CRM-MKT-CAM , Campaigns , How To

Product

SAP Cloud for Customer add-ins all versions