Symptom
You notice that inbound e-mails are set as Failed in the email monitor with the error information as Invalid Channel.
Environment
- SAP Service Cloud Version 2
- SAP Sales Cloud Version 2
Reproducing the Issue
- Navigate to your user profile on the top-right corner of your screen.
- Click Settings.
- Navigate to All Settings tab.
- Click Monitor under Email.
- Find the failed email log.
- See in the Error Information column the error Invalid Channel.
Cause
- Missing configuration
- 3rd party error
- Incorrect implementation
Resolution
- 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)
- Open Outlook: Launch the Microsoft Outlook application on your computer.
- Access Account Settings: Click on the "File" tab at the top-left corner of the Outlook window.
- Open Account Settings: In the File menu, select "Account Settings" and then click on "Account Settings" again.
- 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".
- Open Email Settings: In the Change Account dialog box, click on the "More Settings" button.
- Access Forwarding Options: In the Internet Email Settings dialog box, go to the "Forwarding" tab.
- 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.
- Choose Forwarding Options: You can choose whether to keep a copy of forwarded messages in your Outlook inbox or not. Select the desired option.
- 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:
- Open the email you want to inspect.
- Click on the three dots in the upper-right corner of the email.
- Select "Show original." - This will display a pop-up with the full headers, including MIME information.
- Outlook (Web):
- Open the email you want to inspect.
- Click on the ellipsis (three dots) in the top-right corner of the email.
- Select "View message details." - This will display a pop-up with the full headers, including MIME information.
- Outlook (Desktop:
- Open the email you want to inspect.
- Double-click on the email to open it in a new window.
- In the new window, go to the "File" tab.
- 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
See Also
Keywords
Email, To, CC, TO, cc, Cc, Inbound, E-mail, Address, Channel, Invalid Channel, Invalid, Invalid Address, SAP Service Cloud Version 2, Monitor, Error, Error Message, Error Information, Failed, Failing, service cloud v2, Canal Invalido, , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , How To
Product
SAP Service Cloud Version 2 all versions