2748023 - Ticket creation failing due to following error message: Please enter a party with role Employee Responsible

Ticket creation is failing due to following error message: “Please enter a party with role Employee Responsible”.

SAP Cloud for Customer / Service

Pre-requisites:

You have already sent an e-mail to the address of the channel set up in the system, but no ticket has been created in the system.

1. Go to the Administrator work center.
2. Select the General Settings view.
3. Click the Web Service Message Monitoring hyperlink, under the System Administration section.
4. Search for the erroneous message for the service interface EmailServiceRequestingIn.

You can see that some messages are displaying following error text: “Please enter a party with role Employee Responsible”.

The account from which the e-mail is sent from has the Sales Support Block checkbox flagged.

In order to solve the issue you need to remove the flag from the Sales Support Block checkbox within the affected account.

Please also double check in the Account, under the Sales Data view, if the Sales Organization assigned to the Account has no Sales Block either.

2585560 - Block Sales Support Flag Prevents Emails Being Received From This Account

Ticket, Creation, Error Message, Please enter a party with role Employee Responsible. , KBA , LOD-CRM-SRP , Service Request Processing , Problem

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