How to automatically assign product and category on a ticket creation in C4C from incoming email

Question

Hi Team,

I created a ticket in C4C using an incoming email.

But the product and category is not updated in the ticket.

Is there any way i can automatically update the product/serial number in the ticket mentioned in the email?

Or from account the product information can be populated here?If Yes, How?

Please help.

Thanks,

Shikha

ticket-creation.png (11.8 kB)

Answer 1

Paula Fellner Answered

Mar 02 at 12:15 PM

0

Hi Shikha,

You can enable the following scoping question under Service - Customer Care - Service Request Management:

Enable SAP HANA text analysis to automatically assign a product to a ticket during ticket creation ?

Regards,

Paula

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