SAP Knowledge Base Article - Public

2594586 - Inbound E-Mail Not Associated to an Existing Ticket and Fails With: 'Time Limit Exceeded'

Symptom

Inbound e-mail is not associated to an existing ticket and fails with the following error message: ‘Time limit exceeded’.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Open Outlook and reference an e-mail to an account ABC (ABC represents the name of the account).
  2. Synchronisation is successful.
  3. Go to the Customers work centre.
  4. Select the Accounts view.
  5. Open account ABC.
  6. Select the Activities facet.
  7. Select the relevant mail and open it.
  8. Click the New button.
  9. Choose the Service Ticket option.
  10. Click the Save and Open button in the New Ticket quick create.
  11. Click the Reply button in the interactions.
  12. The message arrives in Outlook.
  13. Click the Reply button in Outlook.
  14. Enter a message.
  15. Click the Send button in Outlook.

The incoming e-mail is not associated to an existing ticket and fails with the following error message: ‘Time limit exceeded’ in the Web Message Monitoring.

Cause

The ticket is not created as per standard supported e-mail scenario from an incoming e-mail, but as follow-up item.

Resolution

For this to work, the ticket needs to be automatically created from the incoming e-mail, or it can be manually converted to a ticket by using the actions Convert to New Ticket or Assign to Existing Ticket from the Un-associated E-Mails facet.

Keywords

Incoming e-mail, Ticket, Time limit exceeded. , KBA , incoming e-mail , ticket , time limit exceeded , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions