Symptom
- 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
Environment
- SAP Service Cloud Version 2 1.0
- SAP Sales Cloud Version 2 1.0
Reproducing the Issue
- Go to SAP Service Cloud V2
- Navigate to Cases
- Open any case
- Click on Create → Email
- Search for the intended recipient (e.g., employee email)
- Observe:
- The recipient appears in the list
- The entry is grayed out and cannot be selected
Cause
The issue is caused by missing or incomplete master data configuration.
Resolution
- Ensure the recipient is correctly maintained in the system:
- Verify that the Business Partner / Employee record exists
- Maintain a valid email address in the master data
- Ensure:
- The email is marked as active/valid
- The communication data is properly assigned
- Save the changes
- Retry the email creation in the Email Composer/Feeder
See Also
- KBA 3433341 - Resolving Outbound Email Blocking Issues in Service Cloud V2
- SAP Help documentation
Keywords
Email Composer, Recipient Selection, Grayed Out Recipient, SAP Service Cloud V2, Email Feeder, Business Partner, Employee Master Data, Communication Data, Email Address Missing, Recipient Not Selectable, Case Email Creation, OnAccountSuppressionList, Email UI Issue, Missing Configuration , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem
Product
SAP Service Cloud Version 2 all versions
SAP Knowledge Base Article - Public