SAP Knowledge Base Article - Public

3354660 - Unable to Create Case for Outbound Email


When trying to create a case for an outbound email via the related entities tab of the email activity, you receive the error Case can only be created from inbound email.


SAP Service Cloud Version 2.

Reproducing the Issue

  1. Navigate to the Emails work center.
  2. Select any outbound email on the list.
  3. Navigate to the Related Entities tab.
  4. Click +.
  5. Select Case.
  6. See the error Case can only be created from inbound email in the header of the case quick creation pop-up.


At the moment, the manual email to case creation is designed to work only for inbound emails that reached the system, and the manual case creation for outbound emails is currently not supported.


This is the system designed behavior.


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SAP Service Cloud Version 2 all versions