3647013 - Email Channels Visible to Users Despite Organizational Unit Restrictions

Despite correct configuration of email channels by organizational unit or Line of Business (LOB), users still see email channels from other LOBs when attempting to send emails from a case.

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

1. Go Cases
2. Create or Open a Case
3. Click on the Email icon to create an Email
4. Notice in the From, all email channels are shown.
   • The expectation is to only see emails channels based on sap.crm.service.emailChannelService service definition.
   • Instead, the user sees email channels that should not be available per ACL definitions.
   • Configuration was done per the Configure Emails and Create Business Roles and Assign a Business User Help Documentation:

• Missing or incorrect configuration.
• This behavior can occur when users are assigned multiple business roles, where overlapping or inherited access rights override the configured restrictions.

1. Review the business role(s) assigned to the affected users.
2. Ensure there are no overlapping roles or inherited rights that unintentionally grant access to all email channels.
3. Navigate to the configuration settings and verify the restrictions applied to each user’s role.
4. Identify and remove or adjust any conflicting role assignments that may override the intended organizational unit restrictions.

For detailed guidance on configuring email channel access restrictions, refer to the SAP Help documentation

• SAP Help Documentation on Email Channel Access Restrictions
• Create Business Roles and Assign a Business User

Email channel, organizational unit, LOB, role conflict, access restriction, business role, email visibility, overlapping rights, inherited access, Service Cloud V2, Sales Cloud V2 , KBA , CEC-CRM-CHN , Channels for SAP Sales/Service Cloud , Problem