SAP Knowledge Base Article - Public

2711482 - Multiple Matching Contacts on Unassociated E-mails Even Though There Is Only One

Symptom

You have sent an e-mail to the E-mail Channel of the system and it was transferred to the Unassociated E-mails view with Reason: Multiple matching contacts were found, but when you try to find the contacts on Customers work center, there is only one.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Send an e-mail from example@example.com (example@example.com represents the e-mail addressed being used) to the Cloud for Customer E-mail Channel.
  2. Go to the Service work center.
  3. Select the Unassociated E-mails view.
  4. See that your e-mail is there with Reason: Multiple matching contacts were found.
  5. Now go to the Customers work center.
  6. Select the Contacts view.
  7. Open the Advanced Search by clicking on the magnifying glass icon.
  8. On the E-mail field, type in example@example.com and click on Go.
  9. See that two (or more) Contacts are found, even though only one of them show the e-mail example@example.com.

Let us suppose that Contact ID XYZ (XYZ represents the Contact ID) is being shown on the search even though the e-mail maintained is NOT example@example.com.

Cause

The Relationship of the Contact to an Account has the e-mail example@example.com maintained. If the Contact had the e-mail example@example.com maintained at some point and during such time it was linked to an Account, the Relationship between both records will keep the e-mail address.

Resolution

To solve the case, the e-mail address needs to be changed on the Relationships as well.

  1. Go to the Customers work center.
  2. Select the Contacts view.
  3. Open the Contact ID XYZ.
  4. Go to the Relationships tab.
  5. See that there are multiple entries.
  6. Select each line and check the Details section, what is the e-mail address maintained.
  7. Remove example@example.com from all entries and send a new e-mail.

A Ticket should be created.

Keywords

Ticket ; E-mail ; Contact ; Unassociated E-mail ; Multiple ; Relationship , KBA , LOD-CRM-CON , Contact , Problem

Product

SAP Cloud for Customer all versions