Time-dependent automatic Ticket Creation via email channel in C4C

[DAcker]

Hi experts,

we have an email channel configured in the Service Cloud that automatically creates tickets (if the contact email address is recognized).

Is it possible to change the configuration and create automatically tickets time-dependent? So a requirement from our service department is that they do not want automatic created ticket in the time between 07:00 AM to 05:00 PM. Outside this time frame the automatic ticket creation is wanted.

I think that's not possible in the standard. Or is it possible?

Thanks in advance and regards,

Deborah

[sandeephebbar · Accepted solution]

Hi Deborah,

Yes, you are right. It is not possible to define ticket creation based on certain time.

Regards,

Sandeep

[DAcker · Accepted solution]

Thanks for your quick response Sandeep! 🙂

[DAcker · Accepted solution]

Hi sandeep.hebbar2,

am I right, that if I deactivate the email channel, then the automatic ticket creation is disabled and as well no emails from this email channel are synchronized/received at all? So my question is: I as well cannot separately deactive the automatic ticket creation and still remain the synchronization of emails in the "Unassociated E-Mails" tab, or is this possible?

Thanks and regards, Deborah

[sandeephebbar · Accepted solution]

If you deactivate the email channel and still redirecting emails from your server to the SAP technical email address, then these messages will end up with an error in the web service message monitoring screen. But you can not park these emails in the Unassociated emails tab.

Basically unassociated emails tab is used when email ticket creation is failed with some error and admin action required to create them as a new ticket or add in the existing ticket.

[DAcker · Accepted solution]

okay, understood. Thanks for the explanation!

Then, the unassociated tab is just relevant if an email-channel with "incoming" is configured. Otherwise/Alternatively, the email needs to be manually assigned (perhaps with the Outlook Add-In) to the ticket as needed.

[sandeephebbar · Accepted solution]

Yes, thats correct Deborah