SAP Cloud for Customer - Inbound Mail integration not working

[wolfgang_runge]

Dear community,

we are implementing automated ticket creation with SAP Service Cloud based on mails. We did all the customizing in C4C based on the available documentation and also a video on the SAP Help portal. In addition we were searching the community here as well and found that the MIME entry needs to be active. We did all this changes.

Nevertheless we are not getting any ticket. We also followed the advise to look into the web service monitor. But there is no entry. So we think that there is no mail coming in.

We currently are using our mail address for tests but will switch to an official service@.......... mail address. Could this be a problem?

Thank you all in advance!

Best regards,

Wolfgang

[nish_murthy · Accepted solution]

Dear wolfgang.runge,

Mails directly sent to the C4C technical address : cod.servicerequest@my999999.mail.crm.ondemand.com will not arrive to C4C, unless you already have an e-mail channel active in the system with this e-mail address.

If you are using your company e-mail address such as support@test.com, and redirecting these e-mails to cod.servicerequest@my999999.mail.crm.ondemand.com, first you need to create a B2C e-mail channel of your company e-mail address (example: support@test.com),validate the channel by entering the verification code, and then set the channel as active.

Once this is done, the mails should arrive into C4C. Please note if you are using a B2B mailbox, you need to redirect mails to cod.b2b.servicerequest@my999999.mail.crm.ondemand.com

Note: I also observed that you have missed a dot between the tenant number and the word "mail" in the URL cod.servicerequest@my999999.mail.crm.ondemand.com

Please check if that is causing the issue.

Kind Regards,

Nishanth

[mjveerhuis1 · Accepted solution]

Hi Nishanth,

In line with the documentation I redefined my channels for B2B and B2C and did the verification. Do we a mail box set up and a rule so that received messages are forwarded to SAP. In the mail settings I checked the domain and in the organizational model I have updated the email addresses for the organizational units to the new mail address we have set up.

The outbound process e.g. sending a mail from services tickets (interaction tab) in SAP works great. The inbound process does not work correctly, although there is a mail server rule, SAP does not except the inbound messages and sends a undeliverable message to the new mail box

I am also surprised that the technical SAP mail addresses for B2C and B2B still work for both inbound and outbound processes. I did not expect this. Does it makes sense?

Kr.

MJ

[ishwarya_doss]

Hi All,

Can anyone guide how to create tickets automatically if the email address is given only in BCC?

[sandeephebbar]

Hi wolfgang.runge,

How are you testing with your mail address? Have you created an email channel with your mailbox or office mailbox? If not, you must first create a channel and validate it. Then you have to redirect all the emails coming to the mailbox to SAP technical email ex: cod.servicerequest@my999999mail.crm.ondemand.com

Please note that you have to "Redirect" emails not Forward. Please contact your IT team to know more about this and also refer the blog https://blogs.sap.com/2019/05/23/using-my-company-domain-in-the-e-mail-channel/

Regards,
Sandeep

[wolfgang_runge]

Dear Vani,

thanks for your answer. We reviewed the blog and we did everything except step 5 which is forwarding the mail.

Is this still the right mail address we need to forward our mail to? cod.servicerequest@my999999mail.crm.ondemand.com

When I send a mail directly to that mail address I'm getting a failure with the message that this domain is not recognized.

Best regards,

Wolfgang

[former_member303175]

Hi Wolfgang,

Could you make sure your email channel configuration is as mentioned in

https://blogs.sap.com/2016/06/14/sap-hybris-cloud-for-service-email-channels/

Further, kindly make sure from your Email Server Provider that the email has been successfully sent to SAP. If so and still the ticket is not created at C4C, kindly create an incident to SAP, email could be tracked from backend.

Br,

Vani