SAP Knowledge Base Article - Public

2855036 - Worfklow Rule Failed, Error: "E-Mail Delivery Failed, could not reach Recipient Inbox. Check Recipient E-mail ID"

Symptom

You notice that a workflow rule in your system failed with the error "E-Mail Delivery Failed, could not reach Recipient Inbox. Check Recipient E-mail ID".

Environment

SAP Sales Cloud

Reproducing the Issue

The issue can happen in several system areas.

To find if a workflow rule failed:

  1. Go to the Administration work centre.
  2. Go to the Workflow Rules view.
  3. Select the relevant rule.
  4. Click More > Workflow Rule Log.
  5. Find the failed entry and click 'Failed' to get more information.
  6. Here you see the error message "E-Mail Delivery Failed, could not reach Recipient Inbox. Check Recipient E-mail ID". 

Cause

One possible cause is that the recipient is no longer a valid employee in the system.

Another, is that the e-mail address set as recipient on the rule is not valid.

Resolution

To find information on an employee's validity, follow below steps:

  1. Go to the Administration work centre.
  2. Go to the Employees view.
  3. Search and select the relevant employee.
  4. In the OWL you can see the 'Valid from' and 'Valid To' dates.

If the e-mail address is not valid, it must be changed on the rule recipient. It is important to mention that for productive tenants, the setting to "Send all e-mails to this address" on Business Configuration is not valid. This means that the system will always try to send the e-mail to the address maintained on the Employee/User/Contact.

Keywords

Failed workflow rule , KBA , LOD-CRM-WKF , Workflow , How To

Product

SAP Cloud for Customer core applications all versions