3645940 - Emails with High Priority Fail Automatic Case Creation: "Select a valid value from the dropdown."

• Emails flagged with high priority are not automatically converted into cases.
• In the Automatic Case Creation Monitoring, the following error appears: "Select a valid value from the dropdown."

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2

• The following illustrative example demonstrates how the issue can be reproduced:
  1. Configure an email channel in a test tenant.
  2. Create a case type and maintain the allowed Priority Values. 
  3. Send three test emails with varying priority flags:
     1. One email with no priority
     2. One email with Low priority
     3. One email with High priority
  4. Navigate to Settings > Case > Automatic Case Creation Monitoring and check the status.
  5. Observe that:
     1. Emails with no priority and Low priority are processed successfully.
     2. The High priority email fails with the error: "Select a valid value from the dropdown."
  6. Navigate to Settings > All Settings > Extensibility > Code List Restrictions.
  7. Open the Code List Restriction for field, for example "Priority" and the affected Case Type.
  8. Confirm that "Immediate" (the internal representation of "High") is not listed. 
  9. Add the missing value, save the changes, and re-test.
• Note:
  • This is a generic example for demonstration purposes.
  • Actual configuration names and values may vary by tenant.
  • For example, for priority, you have have maintain Immediate as Very High, Urgent as Hight and so on.

• Incoming emails marked with High priority may contain a value not recognized by the system's configuration.
• If the internal value (e.g., "Immediate") is not included in the allowed values in Code List Restrictions, the automatic case creation fails due to a mismatch. 

Ensure that the priority value received in the incoming email aligns with the allowed values for the relevant case type:

1. Navigate to Settings > All Settings > Extensibility > Code List Restrictions.
   • Refer to Create Code List Restrictions for guidance.
2. Locate the restriction for the field corresponding field (e.g, Priority) associated with the relevant Case Type (e.g., Z001).
3. Verify the list of allowed values.
   1. If "Immediate" (or the internal value mapped to “High”) is missing:
   2. Add "Immediate" as an allowed value.
   3. Save your changes.
4. Test the automatic case creation by sending an email marked as High priority.
5. Confirm that the case is created successfully and the validation error no longer occurs.

1. Configure an Email Channel
2. Configure Priorities
3. Configure Cases
4. Create Code List Restrictions

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