SAP Knowledge Base Article - Public

2714243 - Codelist Restriction does not work for Ticket Type using Channel E-mail

Symptom

The ticket Type is not defaulted as per codelist Restriction when a ticket is created via e-mail channel

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. In Codelist Restriction you have set Ticket Type default value as "A"
  2. When you send an email to 'cod.employeesupport@myxxxxxx.mail.crm.ondemand.com', the ticket gets created with the type as "Employee Support"
  3. It does not respect the codelist resctriction.

Cause

This is an expected behavior as the default Ticket Type for channel e-mail should be set in Service and Social

Resolution

  • Go to Administrator.
  • Go to Service and Social.
  • Under Communication channel select E-Mail Addresses.
  • Click on Edit.
  • Change the Ticket as "A".

Keywords

ticket type, employee support, codelist resctiction , KBA , ticekt type , ticket type , codelist restriction , employee support , LOD-LE-RC-CLR , Code List Restriction , Problem

Product

SAP Cloud for Customer all versions