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Block Ticket Creation for Incoming Emails only for specific Inbound Email Channels

ambuja_prabhudessai
Participant
0 Kudos

Dear Experts,

We have implemented SAP Service Cloud for a customer in one region. Now we have to rollout this project in another region.
Region 1 implementation - Do not allow automatic creation of tickets from incoming emails. Incoming emails are always created as unassociated emails. User has to manually follow-up to create a ticket.
Region 2 requirement - Allow automatic ticket creation from incoming emails.


We have disabled the following scoping question, which allows incoming emails to be always created as unassociated emails. This scoping question applies to all the tickets of all regions. There is no restriction for this.

Service -> Customer Care -> Service Request Management -> Do you want to maintain service requests (tickets) automatically from incoming e-mails?

We have already explored the following standard option , but it does not suit our requirement.
https://userapps.support.sap.com/sap/support/knowledge/en/3036385 - This only allows us to stop the ticket creation for particular sender email addresses. It does not stop ticket creation on inbound email channels defined in C4C, even if we maintain the email channel address in below screenshot.


We have also checked in fine-tuning and configuration and also BADI implementations in SDK but did not find any solution.

Please let us know if restriction of automatic ticket creation based on the email configured in inbound email address is supported in C4C.
Appreciate your help.

Thank you,
Ambuja

Accepted Solutions (0)

Answers (2)

Answers (2)

sandeephebbar
Active Participant

Hi Ambuja,

Are you using the same email address/channels in both the regions? If yes, then I dont see any standard feature to achieve your requirement. However, if you are using different email channels, then in the email channel, you have an option to specify "Channel Direction", select "Outbound only" for Region 1 and select "Inbound and Outbound" in Region 2

Regards,

Sandeep

ambuja_prabhudessai
Participant
0 Kudos

Hello Sandeep,

Thank you for the reply, but that might not help us. Setting up an email channel as 'Outbound Only' will not allow any incoming emails sent to this channel to be saved in C4C. And yes we are using 2 different email channels.

We need to implement the requirement as below:
1. Allow all emails sent on channel 1 to be saved in 'Unassociated Emails' workcenter
2. Allow all emails sent on channel 2 to be automatically created as tickets in C4C

Is this supported by standard in C4C or is there any setting or BADI in SDK that we are missing?

Regards,

Ambuja

lucifer01
Explorer
0 Kudos

Hi Ambuja,

We have a similar requirement in our project. Did you get any solution to this?

Regards,

Naina