Agent's Inbox is not receiving emails

[Former Member]

Hi,

we have configured ERMS (Condition: if email contains *** then route to *** org unit.), made all the necessary settings in the system for receving emails and assigned service manager profile,  and activated the necessary workflow settings in our system.

Now, when we are writing an email , it is being received at SAP CRM system(we can see the email in SOIN ), however if we log on to WEB UI and select the corresponding role for the Agent , and click on Inbox and select the category as Email and Assigned to *** org unit, we are not able to find the emails here.

however, we can see the emails received under the workflow tasks!! in the home screen of Agent.

could you let us know the possible cause for this behaviour.??

Thanks in Advance, your inputs are much appreciated!

Aj

[Sigrid]

Hi Aj,

An ERMS E-mail is a workflow task item and therefore shown in the Home Screen when logging on in a SALESPRO role. That's the same for me as well.

To find out why the IC agent is not able to find it in the agent inbox, you might check KBA 1846041 How to analyze why an ERMS inbound E-Mail is not found in the agent inbox and note 1464849.

Not sure if you use BADI solution from note 1375170, if yes then the assignment of servicde UT_WORKITEMTEXT after  service RE_RULE_EXEC in the service manager profile is very important.

Check if in transaction SWI1 if the agent is assigned under agents in the work item, if , check if the service manager profile has assigned 

Best Regards,

Sigrid