3488150 - Incoming Emails not creating cases in the system

• Incoming emails are not automatically creating cases in SAP Service Cloud V2.
• The Case conversion monitor captures the exception: "An internal server error occurred while running the Connector Service...."
• This issue persists even after reprocessing the entry.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Configure the Email Channel as required.
2. Navigate to Settings → Case Auto Creation Monitoring.
   • Observe the error: "An internal server error occurred while running the Connector Service."
3. Open the Browser's DevTool and check the network logs. The following errors are typically seen:
   {
     "message": "An internal server error occurred while running the Connector Service",
     "type": "TRANSIENT",
     "stackTrace": "[com.sap.crm.casecommonlib.exception.ExceptionFactory.createGRPCException(ExceptionFactory.java:99), com.sap.crm.casechannelconnectorservice.grpc.connector.ConnectorServiceImpl.sendAndReceive(ConnectorServiceImpl.java:64), com.sap.crm.casechannelconnectorservice.mapper.InteractionEmailToCaseMapper.invokeWebhook(InteractionEmailToCaseMapper.java:554), ....]"
   }

Missing configuration

To resolve this issue, follow these steps:

1. Review Channel Configuration:

   • In the SAP Service Cloud system, check if the options for Case Type Determination and Party Determination from custom code extensions are enabled under Channel Configuration.
   • If so, ensure the communication configuration to integrate with custom code is properly set up.
     • If you intended to use custom code for determining case types and party roles, verify that the necessary communication configurations are in place.
     • Without these configurations, the system will fail to execute the email-to-case conversion, resulting in the mentioned error.
     • See "Working with Determination in the Service Cloud V2 " for an example.

2. Disable Custom Code Determination (If Not Used):

   • If custom code determination is not planned to be used currently, you can disable these options in the channel configuration. This will resolve the error.
   • Navigate to Settings → Channel → Determination Rules.
   • Disable the options:
     • Case Type Determination From Custom Code Extensions
     • Party Determination From Custom Code Extensions
   • Save the changes and monitor if the issue persists.

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