How To Fix CRM_CASE_PPF028 - Error occurred sending e-mail during closing of case &1

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_CASE_PPF - Messages used in CRM Case PPF actions

• Message number: 028

• Message text: Error occurred sending e-mail during closing of case &1

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_CASE_PPF028 - Error occurred sending e-mail during closing of case &1 ?

  The SAP error message CRM_CASE_PPF028 indicates that there was an issue sending an email during the closing of a case in the SAP Customer Relationship Management (CRM) system. This error typically arises in the context of the Post Processing Framework (PPF), which is responsible for executing background tasks such as sending emails based on certain events or conditions.
  Causes:
  
  Email Configuration Issues: The email settings in the SAP system may not be configured correctly. This includes SMTP settings, email server connectivity, or user-specific email settings.
  Missing or Incorrect Email Address: The recipient's email address may be missing or incorrectly formatted in the case data.
  Authorization Issues: The user or the system may not have the necessary authorizations to send emails.
  System Errors: There may be temporary issues with the email server or network connectivity that prevent the email from being sent.
  PPF Action Configuration: The PPF action that is supposed to send the email may not be configured correctly or may be inactive.
  
  Solutions:
  
  
  Check Email Configuration:
  
  Verify the SMTP settings in transaction code SCOT (SAPconnect) to ensure that the email server is correctly configured.
  Test the email sending functionality from the SAP system to ensure connectivity.
  
  
  
  Validate Email Addresses:
  
  Check the case data to ensure that the email addresses are correctly entered and formatted.
  Ensure that the recipient's email address is not empty.
  
  
  
  Review Authorizations:
  
  Ensure that the user has the necessary authorizations to send emails. This can be checked in transaction SU53 or by reviewing the user's roles and authorizations.
  
  
  
  Check PPF Configuration:
  
  Go to transaction CRMD_ORDER and check the PPF actions related to the case. Ensure that the action for sending emails is active and correctly configured.
  Review the conditions under which the PPF action is triggered to ensure they are met.
  
  
  
  Monitor System Logs:
  
  Check the system logs (transaction SLG1) for any additional error messages or warnings that may provide more context about the failure.
  
  
  
  Test Email Sending:
  
  Use transaction SOST to check the status of sent emails and see if there are any failed emails that can provide insight into the issue.
  
  
  
  Consult SAP Notes:
  
  Search for relevant SAP Notes in the SAP Support Portal that may address known issues related to this error message.
  
  
  
  Related Information:
  
  Transaction Codes:
  
  SCOT: SAPconnect settings
  CRMD_ORDER: Manage CRM orders and cases
  SOST: Outbound email processing
  SLG1: Application log display
  
  
  Documentation: Review SAP documentation on PPF and email configuration for CRM to understand the setup and troubleshooting steps better.
  SAP Community: Engage with the SAP Community forums for insights from other users who may have encountered similar issues.
  
  By following these steps, you should be able to identify and resolve the cause of the CRM_CASE_PPF028 error.