HANA text analysis in service tickets for product determination

Hello,
can anyone please tell me which prerequisites need to be fulfilled so that the automatic product determination using SAP HANA text analysis is working properly while creating a service ticket in SAP Cloud for Customer?
So far I can only find configuration tasks in the implementation project to disable the automatic execution of this determination. But even though I haven't deactivated it, the determination is not running. Not even if I enter the exact product description and serial number (for registered product) in the title and description fields while creating a service ticket.
Cheers
Sven Trillhof

Hi Sven,
Yes, to automatically create tickets out of incoming emails you need to set a forwarding rule from the company's address (e.g. [email protected]) to one of the technical addresses.
Note than on a productive tenant you will have two technical addresses available for customer service processes:
[email protected]
[email protected]
(where XXXXXX are the numbers in the URL of your tenant)
Please double check that you're using the correct address, as in your post you only mention "systemdomain" (meaning that you may be omitting the ".mail" piece). Also, please double check that you have enabled the correct options in scoping. There should be 3 questions that need to be answered (one for the B2C process, one for the B2B process, one for email-to-ticket in general).
After that, the easiest way to test is to send an email directly to [email protected] After a few seconds you should see the ticket show up in the Queue.
Thanks for the feedback on the documentation, we'll make sure to review it.
Kind regards,
Gab

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HANA text analysis in service tickets for product determination

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