SAP Knowledge Base Article - Public

3101243 - Error: "Invalid E-mail channel. Check From address" While Sending An E-Mail From A Ticket

Symptom

While sending an outbound e-mail from a Ticket, the system raises an error "Invalid E-mail channel. Check From address".

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center
  2. Go to the Tickets view
  3. Open the Ticket XYZ (Where XYZ denotes the Ticket ID)
  4. Go to the Interactions tab
  5. Click New or Reply and try to send out an e-mail
  6. Error is displayed Error: "Invalid E-mail channel. Check From address".

Cause

This can happen for various reasons.

Scenario 1

There are multiple e-mail channels in the system with the same e-mail address as that present in the From address of the e-mail. At least one of them is Inactive.

When you try sending an e-mail, the system searches with the e-mail address in the sender and found one of the channels which is 'Inactive', hence triggered the error.

Scenario 2

The error is coming up as the outbound block indicator is set to true for the e-mail channel. The channel response option is changed from inbound only to outbound only, meanwhile the outbound blocking indicator is not updated.

Resolution

Scenario 1

Please change the address of the inactive channels to something else, so there are no duplicate e-mail channel address.

  1. Go to Administrator work center
  2. Go to Service and Social view
  3. Click E-Mail Addresses
  4. Search for the E-Mail channel present in the 'From' field of the E-Mail
  5. Edit the mail addresses of the Inactive channels to some dummy address
  6. Click Save

After making this change and saving, to make the channel address unique, the error will not happen.

Scenario 2

For this scenario, there are two possible solutions.

  1. The indicator is not set properly when the response option is changed directly from inbound only to outbound only. Change the response option to 'inbound and outbound' and then change to 'outbound only'.
  2. If the issue is still not resolved, please open an incident and support can reset the indicator to false in backend.

Keywords

invalid, email, e-mail, channel, check, from, address, error, ticket, outbound , KBA , invalid , mail , from , address , channel , ticket , check , outgoing , outbound , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem

Product

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