2574544 - Inbound E-Mail Error 'Unknown Recipient cod.b2b.servicerequest@my***.mail.crm.ondemand.com'

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

When a customer replies to a ticket you receive a mail from Postmaster with the error 'Unknown Recipient cod.b2b.servicerequest@my***.mail.crm.ondemand.com'.

Please note that this same issue can occur for a B2C and Employee Support scenario.

SAP Cloud for Customer core applications

Prerequiste:

• You have scoped the question Do you want to support e-mail channels for corporate accounts? in your Business Configuration.
• You may (this is not mandatory) have set up an auto-forwarding within for example Microsoft Outlook to the address cod.b2b.servicerequest@my***.mail.crm.ondemand.com.
• You do not have the address cod.b2b.servicerequest@my***.mail.crm.ondemand.com maintained as e-mail channel as you are not using this as channel.

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open any open, relevant ticket.
4. Send a reply to the customer.
5. The customer on their side receive this mail and in their turn respond via e-mail.
6. You receive a message from Postmaster@my***.mail.crm.ondemand.com with the message that 'Your message with subject *** could not be delivered. Details cod.b2b.servicerequest@my***.mail.crm.ondemand.com: <Unknown recipient cod.b2b.servicerequest@my***.mail.crm.ondemand.com >'

A possible cause could be that the scoping process did not get fully taken over into the backend.

You need to un- and then re-scope the question: Do you want to support e-mail channels for corporate accounts?

1. Go to the Business Configuration workcenter.
2. Open the relevant Implementation Project.
3. Edit Project Scope.
4. Navigate to step 4 Questions.
5. Select Service > Customer Care > Service Request Management.
6. Under E-Mail Integration with Service Request Management for Corporate Accounts:
7. Unscope the question: Do you want to support e-mail channels for corporate accounts?
8. Save.
9. Now set the check again to re-scope the question: Do you want to support e-mail channels for corporate accounts?
10. Save.
11. Once finished, the question should be back in scope.

 

Should you still face issues, please open an case with SAP Cloud Product Support.

Inbound E-mail, Unknown Recipient, email, Ticket, cod.b2b.servicerequest , KBA , LOD-CRM-SC-EML , Email , AP-RC-OUT , Output Management , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions