SAP Knowledge Base Article - Public

2765602 - Incoming E-Mail Activities Are Set Automatically to Completed

Symptom

An e-mail is send to your maintained e-mail address, ticket is being created and e-mail activity is set automatically to completed.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisite: Customer is sending an e-mail to your system. Ticket AAA (AAA represents the ticket ID) and corresponding e-mail activity BBB (BBB represents the e-mail activity ID) is being created.

  1. Go to the Activities work center.
  2. Go to the E-mails view.
  3. Select ’’All E-Mails’’.
  4. Search and open e-mail activity BBB.
  5. Status is maintained as Completed.

Cause

As per standard configuration, all incoming e-mails are automatically set to completed as soon as the ticket is created in the system.

The e-mail activities are also set to completed if the e-mail reaches the Un-associated E-mails view and are moved to an existing ticket or used to create a new ticket.

Resolution

In case the e-mail activity status is not changed to Completed, there might be a PDI solution in your system that is controlling the status.

Keywords

Incoming Email, E-mail activity, E-Mail, Completed , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

SAP Cloud for Customer add-ins all versions