3733618 - Recipient Cannot be Selected in Email Composer/Feeder

• Outbound email creation shows the intended recipient grayed out and not selectable in the email compose flow.
• The issue occurs for a specific recipient only
• Other recipients within the same domain can be selected and receive emails normally

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Go to SAP Service Cloud V2
2. Navigate to Cases
3. Open any case
4. Click on Create → Email
5. Search for the intended recipient (e.g., employee email)
6. Observe:
   • The recipient appears in the list
   • The entry is grayed out and cannot be selected

The issue is caused by missing or incomplete master data configuration.

1. Ensure the recipient is correctly maintained in the system:
   1. Verify that the Business Partner / Employee record exists
   2. Maintain a valid email address in the master data
   3. Ensure:
      • The email is marked as active/valid
      • The communication data is properly assigned
   4. Save the changes
2. Retry the email creation in the Email Composer/Feeder

• KBA 3433341 - Resolving Outbound Email Blocking Issues in Service Cloud V2
• SAP Help documentation

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