3571385 - Error "NotFound"or "BadRequest" when Opening User Settings in Email Integration Workcenter

A "NotFound" error shows up for a user when opening User Settings in Groupware Settings. The user previously could access the workcenter without issue.

SAP Cloud For Customer

The most likely cause of this issue is that the user's External ID has changed. For Server-Side Integration with Outlook, the External ID is the user's email address.

When a request is made to open the user settings, the system looks up the user based on the current email address. However, if the email address has been changed, it no longer matches the External ID stored in the database, which still contains the previous email address.

Because the user cannot be found using the new email address, the lookup fails and the system returns a "NotFound" error.

One possible cause of this error is missing administrator authorizations. Verify that the user has ADMIN access and ensure the assigned Business Role includes the following business catalog/permission:

• ADMINISTRATOR > BUSINESS USERS SADL VIEW > Business Users
• ADMINISTRATOR > GROUPSWARE_INT_KEYUSER_WCVIEW  > Groupware Settings

If the required access is already assigned and the issue persists, reprovision the user to ensure the latest user information is synchronized correctly. To do this:

1. Remove the user from the tenant through Groupware Settings.
2. Provision the user again.

Reprovisioning refreshes the user's data and ensures the updated email address is stored in the database, allowing it to match the user's current email address.

As a reference, according to the  Access the Groupware Settings | SAP Help Portal  for Access the Groupware Settings, when an administrator accesses the Groupware Settings tab for the first time, they are automatically provisioned for the SAP Cloud for Customer server-side integration for groupware. This automatic provisioning includes:

• Being added to the default organization.
• Being assigned a default profile.
• Receiving access to the E-Mail Integration tab, which allows configuration of the SAP Cloud for Customer server-side integration for groupware from an end-user perspective through the dashboard.

Groupware, Server Side, SSI, User Settings, C4C, Email, NotFound , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem