SAP Knowledge Base Article - Public

3517930 - Error message "Outbound email cannot be added as Predecessor"

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

  1. Access SAP Service Cloud:
    • Log in to SAP Service Cloud Version 2 with the appropriate user credentials.
  2. Navigate to Case Management:
    • Go to the Case Management work area.
  3. Select an Affected Case:
    • Open one of the cases where the issue has been reported.
  4. 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.
  5. Observe the Error:
    • The system displays the error message: "Outbound email cannot be added as Predecessor."
  6. 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