SAP Knowledge Base Article - Public

2819306 - Error in unassociated E-mails "Inconsistent channel address in custom/envelope-from header in mime"

Symptom

Incoming e-mail received in Unassociated e-mails view with a Reason "Inconsistent channel address in custom/envelope-from header in mime"

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center
  2. Go to Unassociated E-mail view
  3. You will see an email with the above mentioned Reason

Cause

"Handle multiple e-mail channel in TO address" feature is active in the system.

Resolution

Solution 1:

If you want to keep this feature active, then it is very important to maintain the channel address in the TO/CC field along with the custom header or envelope-from attribute in the e-mail header and this needs to be done from your IT Team

Solution 2:

If you do not want to activate this feature, follow the below steps:

  1. Go to Administrator Work Center
  2. Go to Service and Social view
  3. Click on Ticket Configuration
  4. Select "No" option under "Handle multiple e-mail channel in TO address"
  5. Save and Close

Keywords

Multiple email, channel, custom,envelope-from, ticket, unassociated email , KBA , LOD-CRM-SC-EML , Email , Problem

Product

SAP Cloud for Customer add-ins all versions