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Strange message in Unassociated email in C4C

Oct 11, 2016 at 07:33 PM


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Former Member


I'm trying to create tickets automatically in SAP C4C using B2B channel.

Now even though the email is assigned to a contact which is linked to an account , it still shows in unassociated email queue with the reason "Email requires manual follow up".

Can anyone help.



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Hi Subhasish,

If an account has a contact and have an email ID maintained for contact the incoming mail should create a ticket and not to go in the unassociated email Queue, also if scoping is fine then please raise ticket to SAP.



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1 Answer

Best Answer
Gabriel Brage
Oct 18, 2017 at 06:05 PM

Hello Subhasish

This is happening because a necessary scoping question is not selected in the system

Request you to follow the below steps to this behavior.

  1. Go to the Business Configuration Work Center
  2. Go to the Implementation Projects view
  3. Select Edit Project Scope
  4. Navigate to Step 4 Questions
  5. Select Service -> Customer Care
  6. Select Service Request Management
  7. Select the question “Do you want to maintain service requests automatically from incoming emails”
  8. Save
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