Symptom
- The issue occurs in SAP Service Cloud Version 2, specifically affecting the Case Management and Agent Desktop functionalities.
- The business reported multiple cases where users are unable to process cases due to the error message: "Outbound email cannot be added as Predecessor."
- The issue is reproducible, but the cause remains unknown, raising concerns that additional cases may be impacted.
Environment
- SAP Service Cloud Version 2.1.0
- SAP Sales Cloud Version 2.1.0
Reproducing the Issue
- Access SAP Service Cloud:
- Log in to SAP Service Cloud Version 2 with the appropriate user credentials.
- Navigate to Case Management:
- Go to the Case Management work area.
- Select an Affected Case:
- Open one of the cases where the issue has been reported.
- Attempt to Add an Outbound Email as a Predecessor:
- Within the case, try to add an Outbound Email as a Predecessor to another case activity.
- Observe the Error:
- The system displays the error message: "Outbound email cannot be added as Predecessor."
- Verify Reproducibility:
- Attempt the same action with other cases to verify that the issue is consistently reproducible.
Cause
- Configuration issue
- Since cases are linked to outbound emails as successor and case-service has validation to restrict linking outbound emails as predecessor, users will run into the the error.
Resolution
Resolution:
Removed the validation to allow linking a case to outbound email as successor.
Keywords
Case Management, Agent Desktop, Outbound Email Error, Predecessor Error, SAP Service Cloud V2, Case Processing Issue, Error Message, Email Predecessor , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem
Product
SAP Sales Cloud and SAP Service Cloud Version 2 1.0