Automated ticket creation for inactive employee

[AndrewGriffin]

Hi all,

In ECSC we understood that if an employee in C4C is classed as inactive (current date is outside the employee's validity from / to dates) then it is not possible to create tickets for them. See https://userapps.support.sap.com/sap/support/knowledge/en/2322721 for example.

However, we are seeing tickets being created automatically via inbound email for inactive employees; is this the expected system behaviour and if so where is this documented by SAP?

Thanks,

Andrew.

[Ajinkya1]

Hi Andrew,

I'm not sure if you already got the answer to your question.

But here's the information that can help you get clarity.

The inactive employees from SuccessFactors are still treated as active in C4C; and hence tickets can be raised for them. You may refer the KBA- https://userapps.support.sap.com/sap/support/knowledge/en/2752638

The note you mentioned in your question is from year 2016; and system behavior seems to have changed since then.

Regards,

Ajinkya

[AndrewGriffin]

Hi Ajinkya,

Thanks for your reply.

As per my original question, the employee in question is showing as inactive in C4C due to validity dates (your scenario is where they are inactive in SF by status but active in C4C due to their validity dates) as referenced in the SAP Note that you linked to.

So our question is, when an employee is inactive in C4C should we still be seeing tickets being created automatically via inbound emails from said inactive employee?

Kind regards,

Andrew.