on 03-27-2012 4:06 PM
Hello,
I know it is a topic often discussed, but unfortunately I can not manage to set the due date to the incoming emails for the Agent Inbox. I'm working on CRM 7.0 WebClient and I'm using ERMS email receiving.
I have gone through all stages of configuration guides and manuals, but the problem still exists.
CRMC_IC_AUICOMM :
Object ID: 207914
Comm.Method: INT
CRMC_IC_AUIADDR - completed
CRMC_IC_AUIGNADR - I have Workflow PRIORITY High and a specific TIME PERIOD
SO16 - Addressing -> "Send to Business Objects" checked
SO28 - completed with receiving e-mail address
SO50 - completed for recipient address with exit names:
CL_RMPS_PRO_MIME_HANDLING |
CL_RMPS_INCOMING_MAIL |
CL_APPOINTMENT_REPLY |
SWU3 - Perform Automatic Workflow Customizing done according to configuration guide
I also have a Rule Policy realeased and active wich works fine as far as I've tested (routing, BT created etc).
The Service Manager Profile which I use is DEFAULT with called services:
1 SVC_PARAMS
5 FG_WEBFORM
10 UT_WORKITEMTEXT
50 RE_RULE_EXEC
70 AH_DEF_ROUTING
800 UT_ERMS_REPLICAT
and for 50 RE_RULE_EXEC I have :
CONTEXT ERMS
DEF_ROUTING - completed
LOG_LEVEL 6
POLICY - my policy
I've also completed the CRM_ERMS_WF_CUST with the Org.Unit and the Event Linking is activated (WS 00200001):
TS 00207914 - is set as General Task
TS 00207915, TS 15107965, TS 15107965 - as Background Task
I don't know if I've missed something or I'have just set an attribute incorrectly, but I can't manage to have another DUE DATE in Agent Inbox besides 31.12.9999 23:59:00 and also the Priority.
The log from the e-mail receiving is:
Invoking service class CL_CRM_ERMS_PARAMS_SVC
Invoking service class CL_CRM_ERMS_FG_WF
Invoking service class CL_CRM_ERMS_ADD2FB_DOCUMENT
Invoking service class CL_CRM_ERMS_WORKITEM_TEXT
Invoking service class CL_CRM_ERMS_ADD2FB_BP
Invoking service class CL_CRM_ERMS_ADD2FB_WI_CONT
Invoking service class CL_CRM_ERMS_RULE_EXEC
Processing policy - my policy
Reading policy: my policy, context:ERMS, variant:4F587D656C5A007BE10080000A0A0AE1
Processing rule container ( 4F713C42711E00A9E10080000A0A0AE1 )
Processing rule ( 4F713C43711E00A9E10080000A0A0AE1 )
Uncompiled Rule: OR4F5A7CE975AF0073E10080000A0A0AE1E6F06340F1991D0BE10000000A1550DECONTAINSX<
Compiled Rule:
xpath address:/parts/ORIGINAL_RECEIVER/text()
xpath value: e-mail address
xpath address:/parts/ORIGINAL_RECEIVER/text()
xpath value: e-mail address
Rule evaluates to TRUE
action added: SET_ATTR ( ATTRIBUTE = ES_DURATION VALUE = 10 )
Invoking service class CL_CRM_ERMS_AH_SET_ATTR
Invoking service class CL_CRM_ERMS_AH_DEF_ROUTING
Invoking service class CL_CRM_ERMS_REPLICATE_DATA
BOR: returned from Service Manager
If I use CRM_ERMS_LOGGING I have:
log: Invoking service class CL_CRM_ERMS_ADD2FB_BP
log: Invoking service class CL_CRM_ERMS_ADD2FB_WI_CONT
log: Invoking service class CL_CRM_ERMS_RULE_EXEC
Processing rule container ( 4F713C42711E00A9E10080000A0A0AE1
Processing rule ( 4F713C43711E00A9E10080000A0A0AE1 )
Uncompiled Rule: <?xml version="1.0"?><if><logicalOperato.....
......</conditions></if>
Compiled Rule: <or><contain...
....ain></or>
xpath address:/parts/ORIGINAL_RECEIVER/text()
xpath value:
xpath address:/parts/ORIGINAL_RECEIVER/text()
xpath value:
Rule evaluates to FALSE
Invoking service class CL_CRM_ERMS_AH_DEF_ROUTING
Invoking service class CL_CRM_ERMS_REPLICATE_DATA
Can someone please determine the reason why I can't use my own Priorities and Due Dates ? If any informations are needed please let me know.
Thank you,
Andreea
Hello, Andrea.
You need to decide what do you use: ERMS handling or standard AI processing?
As far as I know priority and due date from CRMC_IC_AUIGNADR are taken into account only for AI processing. They are set in business object ICAUISUPP in method ComputeDeadline. There is also a BAdI CRM_IC_INBOX_BADI which is invoked there too with method COMPUTE_DEADLINE_AND_PRIORITY.
For ERMS handling you should update priority and due date in rule policy.
Might be wrong, but I think that it works like this.
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Thank you for you answer Andrei, but what is the standard context and what are the attributes and actions that should be executed to set priority and due dates? I can't find any. The only attributes that i have are related to Problem, Service Request and not e-mail status and e-mail priority.
Hello Hannes,
You might check the attachment of note 1272255 How to Configure ERMS Escalation?
Best Regards,
Sigrid
Dear Sigrid,
thanks a lot. I already tried the steps in that note, but I am struggling with escalation mail form which is not picked. Please see this thread http://scn.sap.com/thread/3435620
Kind regards
Hannes
The issue is still open.
Is there someone who can tell me how to set the default due date for incoming emails after seeing all the customizing i've done?
Thanks,
Andreea
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Hi,
I'm going to take a long shot here,,,,take a look at note #1259660.
Cheers
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Hello,
Thank you for your quick answer, but my problem is that I'm not able to bring the Due Date and Priorty at all for e-mails not that I can't calculate the Due Date. I don't want to do any calculation, just to set a default date for response. In Agent Inbox the e-mails keep showing the grey diamond.
Thank you,
Andreea
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