3253991 - Invalid Channel Error Information in Email Monitor

You notice that inbound e-mails are set as Failed in the email monitor with the error information as Invalid Channel.

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2

1. Navigate to your user profile on the top-right corner of your screen.
2. Click Settings.
3. Navigate to All Settings tab.
4. Click Monitor under Email.
5. Find the failed email log.
6. See in the Error Information column the error Invalid Channel.

• Missing configuration
• 3rd party error 
• Incorrect implementation

• The system works as designed.
• If Microsoft Outlook is used, please ensure you are using the Forwarding Option (not via rules, since this does not always work)
1. Open Outlook: Launch the Microsoft Outlook application on your computer.
2. Access Account Settings: Click on the "File" tab at the top-left corner of the Outlook window.
3. Open Account Settings: In the File menu, select "Account Settings" and then click on "Account Settings" again.
4. Select Your Email Account: In the Account Settings dialog box, select the email account for which you want to set up forwarding and click "Change".
5. Open Email Settings: In the Change Account dialog box, click on the "More Settings" button.
6. Access Forwarding Options: In the Internet Email Settings dialog box, go to the "Forwarding" tab.
7. Enable Forwarding: Check the box next to "Forward mail to" and enter your Service Cloud V2 Technical email address where you want your emails to be forwarded.
8. Choose Forwarding Options: You can choose whether to keep a copy of forwarded messages in your Outlook inbox or not. Select the desired option.
9. Save Changes: Click "OK" to close the Internet Email Settings dialog box, then click "Next" and "Finish" in the Change Account dialog box to save your changes.
• Enure the email address contained in the original MIME header, for the email relayed by your email server conatain a valid address in the "To" or "CC" fields. For example:
• user@domain (missing the top-level domain, such as ".com" or ".org") -> this will fail
• user@domain@.com (contains more than one symbol) -> this will fail
• The email channel address is not present in the To or CC. This can be seen in the source file MIME header. This is the same process as above.
• to check the MIME headers of an email, you typically need to access the raw or full source of the email,
• the process varies slightly depending on the email client you are using,
• Below are general instructions for some commonly used email clients:
• Gmail:
1. Open the email you want to inspect.
2. Click on the three dots in the upper-right corner of the email.
3. Select "Show original." - This will display a pop-up with the full headers, including MIME information.
• Outlook (Web):
1. Open the email you want to inspect.
2. Click on the ellipsis (three dots) in the top-right corner of the email.
3. Select "View message details." - This will display a pop-up with the full headers, including MIME information.
• Outlook (Desktop:
1. Open the email you want to inspect.
2. Double-click on the email to open it in a new window.
3. In the new window, go to the "File" tab.
4. Click on "Properties." - This will display a pop-up with the full headers, including MIME information.
• The email server relaying the emails to SAP's technical email address is not using the Forward method, instead of a redirect.
• MIME header information relayed from your email provider SHOUL NOT be changed
• Using the Redirect, sometimes changes the MIME information, which affects the Service Cloud Email Channel logic

• Configure Inbound Email Channels to Create Cases
• Monitor Inbound Email Messages

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