SAP Knowledge Base Article - Public

2585775 - Adapt Email Screen in Tickets Gets in an Error Exception Occurred


You have adapted the email templates screen in tickets editing master layout in HTML5. However, when you try to adapt master layout for Fiori/RUI floorplan you receive an error.


SAP Hybris Cloud for Customer using Fiori User Interface

Reproducing the Issue

Scenario: We are trying to define a sorting for the email templates in RUI editing master layout. We could do this in HTML, however this change not reflect in RUI, so we need to adapt this under RUI Ticket floorplan.

Steps to reproduce:

  1. Logon on RUI
  2. Go to Service
  3. Go to Tickets
  4. Open Layout in HTML
  5. Open ticket ABC (Where ABC is your ticket)
  6. Click on Adapt
  7. Click on Edit Master Layout
  8. Go to E-mails tab
  9. Click on New button in Interactions section
  10. We receive an error message




Since the floorplan for RUI is different from the one used in HTML5, the personalization and adaptation need to be maintained for both. However, this functionality to define this e-mail screen using master layout is not fully implemented in Fiori.


This is a current system behavior. This functionality will be available in the next releases.


Exception Occured ; Fiori E-mail screen ; Fiori Error , KBA , fiori error , fiori e-mail screen , exception occured , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer add-ins 1802 ; SAP Hybris Cloud for Customer add-ins 1711