SAP Knowledge Base Article - Public

2664938 - The Default Account Maintained in The E-Mail Channel is Ignored For New Tickets

Symptom

You have maintained a Default Account in an E-Mail Channel, but this Account is not automatically maintained in a new Ticket coming in through this Channel.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Pre-Requisite:

You have maintained Account ABC (ABC represents the Account ID) as Default Account in E-Mail Channel XYZ (XYZ represents the Channel ID).

  1. Send an E-Mail to the E-Mail address maintained in Channel XYZ.
  2. Go to the Service work center.
  3. Select the Tickets view.
  4. Open the newly created Ticket DEF (DEF represents the Ticket ID).

Instead of Default Account ABC, Account GHI (GHI represents the Ticket ID) is shown in Ticket DEF.

Cause

The Sender E-Mail is maintained in one of the Contacts linked to Account GHI or in the Account directly.

The Default Account is only used for the Ticket creation if the Sender E-Mail is not found in the system.

Resolution

This is the expected system behaviour in SAP Hybris Cloud for Customer.

Keywords

Default Account E-Mail Channel Sender Not Pulled Working Wrong Incorrect , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions