3633752 - Incoming Email Does Not Create New Case – You can only mark the case as relevant, add notes and attachments for an irrelevant case in 07 (Draft) status

• An incoming email is successfully delivered to a configured and active email channel, but no new Case is created in SAP Sales and Service Cloud.
• Error message: "You can only mark the case as relevant, add notes and attachments for an irrelevant case in 07 (Draft) status. Check your request and try again."

SAP Sales and Service Cloud Version 2

1. Receive and email
2. Go to Settings -> Cases ->  Case Auto Creation Monitoring 
3. Check the affected case

SAP analyzes MIME headers such as In-Reply-To and References to determine whether the incoming email is part of an existing conversation thread.

If the email references a message ID that is:

• Already linked to an existing Case, and
• That case is in Status = Draft (07) and Relevance = Irrelevant,

then SAP will not create a new Case. Instead, it attempts to update the referenced Case. However, system restrictions prevent updates to most fields in Irrelevant + Draft cases. Only the following are allowed:

• Relevance flag
• Notes
• Attachments

When a non-permitted field update is triggered, the system logs the following error:

Error Message
"You can only mark the case as relevant, add notes and attachments for an irrelevant case in 07 (Draft) status. Check your request and try again."

To ensure that future emails generate a new Case:

1. Identify the existing case using the Message-ID in the In-Reply-To or References MIME headers.
2. Open that case and:
   • Change the status to Open, or
   • Mark it as Relevant, or
   • Close the case if no further processing is needed
3. The system will then be able to:
   • Continue updating that case if still relevant, or
   • Create a new case for future related emails once the previous one is completed

• Tools
  • Email Log Viewer:
    • Search by Message-ID to verify delivery status and related Case ID
  • Application Logs → Case Services:
    • Review update attempts and detailed error trace
• Best Practices
  • Regularly monitor and close out cases marked as Draft + Irrelevant
  • Train agents/users to:
    • Avoid setting active cases as Irrelevant if email threads are ongoing
    • Use proper case completion flow to prevent blockage of new case creation

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