Email channel for Ticket creation - B2B

[former_member522687]

Hello experts,

I have configured B2B Email channel to create ticket from Email. Email channel - cod.b2b.servicerequest@myXXXXXX.mail.crm.ondemand.com.

When emails are sent to this Email, If any contact has this email then Ticket is created against Account to which contact is related.

But, We have a business scenario wherein, we have many Accounts without Contacts but Email maintained in Account header directly - because this is ISU implementation. In such cases, Email sent from those Emails gets converted to 'Unassociated E-Mails'.

Could you please let me know if we can use BADI or any thing from SDK to consider Emails from Account header if contacts missing.

Thanks,

Shiddalingesh

[former_member593954]

As no ticket is created, you cannot use the ServiceRequest xbo Event-AfterModify or Event-BeforeSave. The documentation suggest that you could add a business object extension (xbo) on Activity object with Type Code 38 (E-Mail), but the creation of the ServiceRequest object in the Activity xbo would be a significant customization.

My recommended approach is to create the primary contact on the account when creating/updating the account type business partner. This can be done in xbo for BusinessPartner (not the Customer object) when there is contact data in the account header e.g. email address. Then a ticket will automatically be created. Note that the primary contact will also be necessary of you want to use workflow rules to send notifications to the account, as the notification workflow engine also looks for the account contact and not the email information on the account header.

[former_member522687]

Thanks kevinh for the suggestion. This seems to be the good approach at this moment.