2585560 - Emails Are Not Received Due to Sales Support Block Flag on the Account

You have flagged an Account with the Sales Support Block flag and now you are not receiving emails from this customer anymore.

SAP Cloud for Customer

Prerequisites: An Account XYZ (XYZ stands for an Account) has the Sales Support Block flag set; an email is sent from this Account XYZ to the C4C system while the flag is active on the account.

1. Go to the Activities Work Center.
2. Go to the Emails view.

Result: The email has not been received.

If a Sales Support Block is set for an Account, it applies to all related business objects, including:

• Activities (including emails)
• Leads
• Opportunities
• Sales Quotes
• Sales Orders
• Tickets

If an Account maintains multiple Sales Data records (for example, for multiple Organizational Units), the system selects one Sales Data record when a transaction is created. The selection is non-deterministic, meaning the system may choose any available Sales Data record without a defined or predictable order.

This is the expected system behavior. If you wish to receive emails from the Account XYZ then you have to remove the Sales Support Block flag.

• KBA 3594207 - Error "Sales support block is set for party ID" When Sending Email from Ticket
• KBA 2635924 - Sales Support Block Functionality

Sales Block, Sales Support Block, Emails, Activities, Tickets, Sales Data, Org Units , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-ACC , Account , Product Enhancement

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