Avoiding duplicate tickets creation from inbound e-mails

[former_member606287]

Dear Colleagues

We would love to have your inputs on the following scenarios that we are encountering today and need a quick solution on

1. When a customer uses several service channels in their "To" section of the e-mail, we get several duplicate tickets created (equal to the number of channels) in the To section of the e-mail. We know this is a known and expected system behavior as we do not want to create tickets for each channel.

However, is there a way to stop the duplicate ticket creation , it has everything exactly the same just a different ticket number

2. Sometimes we are getting several duplicates from the exchange server in intervals of 15 minutes. This makes the complete ticketing process go for a toss. Solution from can probably help here too, the only difference here is the ticket creation times are also different here along with the Ticket ID's

Any suggesstions are welcome

Thanks

[former_member729462]

Hi Shankar,

Did you ever find an answer to this question?

I am also experiencing the same issue.

Regards,

Wesley Mabunda

[Sigrid]

Hi,

Is your question referring to ERMS scenario (Email Response Management) which is part of SAP CRM or SAP S/4HANA Service?

If yes, please use tag CRM Interaction Center

Best Regards,
Sigrid