Handling of Multiple – Channel E-mail addresses in the TO or CC field

[former_member784619]

Hello,

I have a problem with the function "Handle multiple e-mail channel in TO address" under "Service and Social - Ticket Configuration".

When I activate the button and send an e-mail to one or more channels, this e-mail cannot be assigned to any channel. Not to the first or second channel named in the e-mail, but the e-mail is not assigned to any channel and therefore does not appear in the ticket overview but under "Unassociated e-mails".

This means that no mails are assigned to a channel, even if there is only one channel in the address line of the mail.

Is there anything else that needs to be activated or the mime header needs to be filled?

Thanks a lot for your help!

[AnkushPashine · Accepted solution]

Hello Jens,

For the Reason "No Matching Contact we found" - an Email address been maintain in two places, this might be the possible root cause.

Also please refer the KBA for more details :- https://launchpad.support.sap.com/#/notes/2652158

Thanks and Regards,

Ankush Pashine.