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Issue with auto ticket creation.

former_member501642
Discoverer

Hello Experts,

Need your help,

We have an issue with auto ticket creation.

When customer replies to the email somehow the subject is changing by adding [EXT] or [EXTERNAL], with this system is creating new ticket, where it is supposed to attach the reply to the existing ticket.

How to stop creating new tickets for replies from customers.

Thanks in advance.

Accepted Solutions (0)

Answers (1)

Answers (1)

PrasanthArya
Product and Topic Expert
Product and Topic Expert
0 Kudos

This is an Expected behavior, the standard logic is disturbed when some other value comes between ":" and the TICKET ID.

We have two subject formats while configuring the Email channel.

[ Ticket: 123456 ] Subject
:123456 - Subject

If you expect that some other value might be added to the mails in the front , you can make use of the First format.

In your case it would be like ":[EXTERNAL][ Ticket:123456 ] Subject"
This will get added to the ticket as long as there no disturbance within [ Ticket: 123456 ]

Also refer to https://launchpad.support.sap.com/#/notes/2513888