SAP Knowledge Base Article - Public

2785866 - E-mail Viewer Tab Is Not Visible


You perform layout adaptation and add the e-mail Viewer tab to the E-Mail TI (Thing Inspector), however, the tab is not displayed.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Activities work center.
  2. Go to the E-mails work view.
  3. Open the e-mail ID 123 (123 represents the ID).
  4. Click Adapt.
  5. Select Edit Master Layout option.
  6. Hover the mouse over the tabs location.
  7. Click Add Items and the Additional Tab pop-up will open.
  8. Select the E-mail Viewer and click Apply.
  9. End the Adaptation and open the E-Mail.

Result: The E-mail Viewer tab is not displayed.


There can be several reasons:

  • The E-mail Viewer tab does not appear if the e-mail does not have HTML content available.
  • Only E-mails created and synchronized after the 1905 upgrade have displayable content stored.
  • E-mails sent from non-converted Leads will not have the tab displayed. 
  • Currently, this feature is only enabled for e-mails coming from Groupware, created via the Accounts WC or sent from converted Leads.
  • This feature is currently not available on Internet Explorer but will be enabled for future release. Please use Google Chrome to see the e-mails until then. Please note SAP Support team cannot provide and exact date/release at this time.


Please make sure that the e-mail you are viewing checks against the points in the Cause section.

E-Mails that do not fulfill that criteria will not display the E-Mail Viewer tab.

After enabling the E-Mail viewer facet, it will only be visible for e-mails where content exists of a type, which will show in that view.

If you have an e-mail which shows empty in the e-mail Overview facet, check if there is content in the e-mail viewer.

See Also

SAP Help Portal: View E-Mails with Original Formatting and Structure


E-mail Viewer, e-mail, Fiori UI, HTML5 , KBA , email viewer , LOD-CRM-ACT , Activities , How To


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