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

• 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.

• SAP Service Cloud Version 2.1.0
• SAP Sales Cloud Version 2.1.0

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.

• 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:
Removed the validation to allow linking a case to outbound email as successor.

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