Unable to send email to an employee in a Ticket due to the message You Can't Contact Party xy According to Master Data.
SAP Cloud for Customer
Reproducing the Issue
Go to the Service Work center.
Select the Tickets view.
Open the Ticket ABC (ABC represents the Ticket Subject).
Go to the Interactions facet, mark the last interaction and click on new.
Click to send the email, the message You can't contact party xy according to master data will be displayed (xy represents the Contact ID).
The Business Partner being used has 2 roles, one for Employee and another for a Contact Person.
The Contact Person person role has the Contact permission empty or set to Not Allowed. To fix this you can open the Contact person and update the header field named Contact Permission to Allowed.
Cannot; Update; Email; E-mail; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To