Set automatic ticket creation via incoming mails differently for different email channels

[DAcker]

Hi all,

we currently use Cloud for Service with inbound and outbound email communication and automatical ticket creation (if the sender address if matching to one contact person) for all our email channels, as described in this blog:

https://blogs.sap.com/2016/06/14/sap-hybris-cloud-for-service-email-channels/comment-page-1/#comment...

However, I got the requirement that a new email channel should be in the system and for this one there should be NO automatic ticket creation, but inbound communication (synchronization of incoming mails to existing tickets) and outbound communication out of the ticket should be possible. Is this possible? Can this be implemented in the standard in C4C?

As I see the configurations in the system, the automatic ticket creation setting is in the business configuration project (so for the whole C4C tenant), therefore I assume that it's not possible to set things up differently for different email channels. But just to double check.

Thanks a lot & regards,

Deborah

[nish_murthy · Accepted solution]

Hi Deborah,

As rightly indicated by you, the automatic creation of e-mails to tickets is controlled via the business configuration scoping, hence it will be applicable for the entire tenant.

According to your requirement (I assume it is a B2B scenario), you want to use a specific e-mail (inbound and outbound) channel to only thread the incoming mails to existing Tickets, and reply to them, but not allow creation of Tickets from this channel.

While this is currently not possible, you could enable a default account in the channel configuration for creation of the new Tickets, such that any new Ticket created via this channel can be associated with a single dummy account.

Hope that answers your question.

Kind Regards,

Nishanth