SAP Knowledge Base Article - Public

2634611 - Tickets Are Created with Scoping Question "Do you want to maintain tickets automatically from incoming e-mails?" Unchecked

Symptom

You have unchecked scoping question "Do you want to maintain tickets automatically from incoming e-mails?", but tickets are still being created automatically.

Environment

SAP Hybris Cloud for Customer.

Reproducing the Issue

  1. Go to the Business Configuration work center.
  2. Go to the Implementations Projects view.
  3. Select your current project and click in Edit Project Scope.
  4. Go to step 4 Questions.
  5. Go to Service > Employee Support > Communication Channel - E-Mail.
  6. Question "Do you want to maintain tickets automatically from incoming e-mails?" is unchecked.

When an e-mail is sent to the system, tickets are still created.

Cause

E-mails are sent to a B2C e-mail channel. In the B2C scenario, e-mails are always converted to ticket, despite of the scoping question. This is to avoid huge number of emails in the Unassociated E-mails list.

Resolution

This is the expected system behaviour.

In order to not have tickets created, please post your request in the collaboration forum. There you can request new features for the new releases of the system. Posting there will also allow you to track our progress in this new feature request. https://influence.sap.com/SAPCloudforCustomer

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

Keywords

KBA , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer add-ins all versions