SAP Knowledge Base Article - Public

2638215 - Disable Automatic Ticket Creation for Employee Support

Symptom

You have scoped employee support in your system and you don’t want incoming emails to be automatically converted into tickets.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects view.
  3. Click on Edit Project Scope.
  4. Go to step 4 - Questions.
  5. Go to Service  - Employee Support – Communication Channel Email.
  6. De-scope the question: Do you want to maintain tickets automatically from incoming e-mails?

Result: Sending an email to the technical email address for employee support will not create a ticket or an un-associated email and you will receive a delivery status notification stating the recipient is unknown.

Resolution

For the employee support channel to be present in the system, both the options below need to be enabled:

  1. Go to the Business Configuration work center.
  2. Go to the Implementation Projects view.
  3. Click on Edit Project Scope.
  4. Go to Step 3 – Scoping.
  5. Go to Service - Employee Support and select Communication Channel Email.
  6. Go to Service -  Employee Support – Communication Channel Email and select the question: Do you want to maintain tickets automatically from incoming e-mails?

When either of these two items are disabled, the employee support channel needed for configuration will not be loaded.

Currently we do not support a scenario where incoming emails can pass into an un-associated ticket without processing it.

Keywords

Employee Support, Ticket Creation, Ticket, Service, Un-asscoiated email , KBA , tickets , service , employee support , ticket creation , un-associated email , LOD-CRM-SC-EML , Email , How To

Product

SAP Cloud for Customer 1805 ; SAP HYBRIS C4C CORE 1805