"Route to" in email workbench results in an error

[KaushalShah]

Hi,

In our CRM 7, ERMS has been working fine. Four days back, a user removed a position from an org unit (accidently). This was the org unit where all emails were being delivered.

Today the position was put back on the org unit.

But the users are obviously not seeing emails received in between the period, in their inbox.

I can see the emails in email workbench. When I forcefully try to route them to required org unit, I'm getting error:

Workitem could not be found; action cannot be performed

I couldn't find much on this error in SDN or anywhere else.

Can anyone help with how I can get these email forwarded to the org unit and make them visible to the users again?

Regards,

Kaushal

[Former Member]

Hi,

you may need to recalculate assignment of users to workflow workitems representing emails.

Please check in SWIA tcode if those workitems have proper agents(users)assigned.

Afterwards it may be needed to recalculate assignments.

I am not aware of any standard report for this as I am using custom one.

You can also refresh org str buffer.

Please check if job HRBCI_ATTRIBUTES_BUFFER_UPDATE if properly running.