SAP Knowledge Base Article - Public

2742389 - Criteria for the option "Lead" and "Opportunity" being enabled while referencing an Email


While referencing an Email, you will notice options like Opportunity and Lead are sometimes enabled and sometimes greyed out.


SAP Cloud for Customer.

Reproducing the Issue

  1. Click on Add E-mail option for an Email
  2. Click Add Reference.
  3. You can observe options like Opportunity and Lead being enabled and sometimes greyed-out.


  1. We first check whether email is associated with any account . If associated then, we will check if the Account in present in local folder "SAP Cloud for Customer Accounts", then all the options will be enabled.
  2. If not, we loop through 'from email address' and all the 'recipient list (except logged in user)' and try to find out account associated.
  3. In case any of the user/email-id is associated with more than one account, then lead and opportunity option will be disabled.
  4. In case two user in recipient list belongs to two different account then lead and opportunity options will be disabled.
  5. If in email list only one particular user has account associated with , then only lead and opportunity option will be enabled.


These are the conditions/ criteria which will be taken into consideration for the options "Lead" and "Opportunity" to be enabled or disabled while adding an Email.


Add Reference options disabled, Lead, Opportunity , KBA , LOD-CRM-GW-OUT , Outlook , How To


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