SAP Knowledge Base Article - Public

2723259 - Server Side Synchronization fails with "ISSM-004: Foreign customization detected in user's mailbox"

Symptom

End user synchronization fails with an error "ISSM-004: Foreign customization detected in user's mailbox - set by instance XYZ", where XYZ is the tenant URL.

Environment

SAP Cloud For Customer

Reproducing the Issue

  1. Login to system.
  2. Navigate to E-mail Integration work center.
  3. Navigate to user settings, you observer the error.

Cause

The issue occurs because user's mailbox was already initialized on a different tenant previously. The initial tenant URL is shown in the message. Potential case - if user with the same mailbox switches from test to production tenant.

Resolution

  1. Log-on as a key user on affected tenant.
  2. Find affected user.
  3. Click Gear icon in top right-hand side and click Re-initialize User's mailbox.
  4. Start synchronization.
  5. If synchronization still works on the initial tenant - the same error will occur on that tenant.

Keywords

"ISSM-004: Foreign customization detected in user's mailbox""Server Side Integration""Email""Error""ISSM-004" , KBA , issm-004 , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To

Product

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