SAP Knowledge Base Article - Public

2963376 - Unable to Scope E-mails Question


You are trying to scope the Tickets E-mail scenario, however the below Business Configuration Question is grayed out:

You Can Create Service Requests From Incoming E-mails.


SAP Cloud for Customer


In order to be able to scope this question, you need first to remove a Business Configuration setting. Both cannot be activated at the same time.


To make the Question "You Can Create Service Requests From Incoming E-mails" editable, you need to follow the below steps:

  1. Go to the Business Configuration work center.
  2. Select the Implementation Projects view.
  3. Select the Edit Project Scope button.
  4. Select the Next button until you reach Step 3: Scoping.
  5. Expand the options for Communication and Information Exchange.
  6. Expand the options for Office and Desktop Integration.
  7. Uncheck the box Integration with Local E-Mail Applications.


E-mail Scoping Grayed Out; Unable to Scope E-mails; E-mails Scoping Disabled; , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions