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Issue converting an inbound e-mail into a ticket - SAP CLOUD FOR CUSTOMER

Dear all,

It is not possible for me to convert inbound e-mails to tickets. I tried to send from my personal e-mail (registered in a account and as contact of this account) to:

cod.b2b.servicerequest@myxxxxxx.mail.crm.ondemand.com

cod.servicerequest@myxxxxxx.mail.crm.ondemand.com

The channels have to be configured well because I can send an e-mail from a ticket to my personal e-mail.

I have configured the scope:

  • Service -> Customer Care -> Service Request Management, is required when enabling any of the Customer Support flows:

Moreover the channels are configured as this 2 posts:

https://blogs.sap.com/2016/09/19/email-response-management-in-c4c-part-1-cloud-for-service-expert-corner/

https://blogs.sap.com/2016/10/03/email-response-management-in-c4c-part-2-cloud-for-service-expert-corner/

What do you think is happening?

Thanks

tick7.jpg (16.1 kB)
tick8.jpg (14.8 kB)
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1 Answer

  • Best Answer
    Dec 18, 2017 at 05:49 AM

    Dear Nacho,

    There is another scope question which is similar to your first screenshot but is actually a different question. Please try by checking that and if it still doesn't work, then can you please share the screenshots of your email channel set up.

    Thanks & Regards

    Preethi

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