How to Resolve the Issue Where the SSI Add-In’s Icon is Greyed Out

 

 

[ This article is work-in-progress ]

 

 

If after installing SSI Add-In in MS Outlook, the "View Context of SAP Cloud for Customer" icon in MS Outlook ribbon is greyed-out, unclickable, or unresponsive, that occurred due to several reasons. This article describes the reasons for Add-In’s icon greying out and possible ways to address this issue.

 

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No e-mail is selected

SSI Add-In’s icon becomes clickable only if you have an e-mail opened in your mail client. If no e-mail is, the Add-In’s icon is unclickable.

First, open an e-mail you want to save to SAP Cloud for Customer in your mail client, then click on the SSI Add-In icon in the ribbon to open the sidebar.

 

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Disabled Reading Pane in MS Outlook

The SSI cannot be started, and the associated icon is greyed-out or unclickable in the MS Outlook ribbon if the Reading Pane is set to Off.

To enable the Reading Pane in MS Outlook:

1. Switch to the View tab in the upper part of the Outlook interface

2. Next, in the Layout section click on Reading Pane

3. Select either Right or Bottom from the drop-down list

4. Next, open an e-mail you want to save to SAP Cloud for Customer

5. Click on the SSI icon in the ribbon to open the Add-In