Customer determination in Service request - Created from Email

Hi,

I am using standard process of creating service request from email received from portal or any other email address.

In master data, following two things are done:

1. Assigned contact to customer
2. In PPOMA_CRM, customer is assigned to a service team

Problem is, when service request is created from email, in some cases, customer and service team is determined correctly, but in other cases, contact person is defaulted as customer, and there by both customer and service team is not determined correctly.

I went through discussions and found that this can be resolved by use of COM_PARTNER_BADI badi. Can some one help me in this situation ?

Why some cases it works and others it does not.

Regards,

SRK