SAP Knowledge Base Article - Public

2714251 - Same Email Address In Contact And Individual Customer

Symptom

B2C channel not working when we have Contact and Individual Customer being maintained with same Email Address

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Send an Email to B2C channel - "cod.servicerequest@my******.mail.crm.ondemand.com", where, * is tenant ID
  2. Ticket got created for Contact and not for Individual Customer

Ideally, B2C channel should create tickets for Individual Customer and B2B should create tickets for Contact of the Account

Cause

The same email address xyz.com , where, "xyz.com" is any email ID is maintained for multiple records like Contact and Individual Customer

Resolution

As a standard approach, please do not maintain same email address for Contact and Individual Customer, for B2B and B2C scenario to hold good

Keywords

B2B, B2C, Contact, individual Customer, Ticket, Email,Account , KBA , b2c , email , b2b , contact , individual customer , account , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer all versions