SAP Knowledge Base Article - Public

2667665 - E-mails With the Subject Quarantine Report


You regularly receive e-mails with the subject Quarantine Report.


  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales

Reproducing the Issue

  • This scenario only applies if you use SAP Hybris Cloud for Customers with Microsoft (MS) Outlook.
  • When an email considered SPAM by MS Outlook attempts to reach the SAP Cloud for Customer (Sales or Service) system, the MS Outlook malware protection system applies a quarantine, and you receive an empty email instead.


  • Quarantine report is a general protection provided for Ms Outlook users.
  • Please check the MS Outlook documentation on anti SPAM and anti malware protection.


  • The system is working as designed
  • You feel the scenario described should be included as an enhancement?
    • If so, please submit your feature request via the SAP Customer Influence site.
    • Customer Influence site for SAP Cloud for Customer:
    • See KBA 2531650 - New Customer Request for Additional Feature or Function in SAP standard software, for more details
  • Need Customer specific development?
    • With SAP Cloud Service Center, you also have the option to receive a customer-specific development.
    • You can find more details about the services offered by Cloud Service Center on 
      • If you are a partner: please use “” or the Partnerfinder
      • If you are a customer: please use the little blue box “Contact Us” shown on the very right hand side of , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page

See Also

 3242137 - Tickets are not created from e-mails (occasionally) - due to spam filter


Quarantine Report, E-mail, Unassociated E-mails. , KBA , LOD-CRM-SRP , Service Request Processing , Problem


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