SAP Knowledge Base Article - Public

3641003 - UI Automatically Switches To Second Facet When Opening Some E-mail Activities

Symptom

When opening certain email activities, the UI directly switches to the second facet even though the Email Viewer facet is configured as the first.

Environment

SAP Cloud for Customer core applications

Reproducing the Issue

  1. Go to the Activities work center.
  2. Click on the Emails view.
  3. Open any email.
    → In some cases, the UI immediately navigates to the second facet instead of displaying the Email Viewer as expected.

This typically occurs when the Email Viewer is set as the first facet.

Cause

  • The Email Viewer facet has a visibility property: /Root/IsPreviewVisible.
  • If this property is set to true, the Email Viewer facet loads as the first facet.
  • If it is false, the UI cannot load this facet and automatically switches to the second one.
  • For outbound emails, this property is set to false.
  • For inbound emails, it is set to true.

Therefore, for outbound emails, when the Email Viewer is configured as the first facet, the UI skips it and displays the second facet instead.

Resolution

This is standard behavior as per the current system configuration.

Keywords

Email Viewer, Email Activities, UI Facet Switch, Email Activity Display Issue, Opens Second Facet , KBA , LOD-CRM-SC-EML , Email , Problem

Product

SAP Cloud for Customer core applications all versions