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Priority and Due Date for Incoming Emails

Former Member
0 Kudos

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

Accepted Solutions (0)

Answers (3)

Answers (3)

VishnAndr
Active Contributor
0 Kudos

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.

Former Member
0 Kudos

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.

Former Member
0 Kudos

Hello Andreea, hello Andrei,

I have the same issue. In standard ERMS emails coming in with grey diamond and I was not able to change that using either date management or rule policy.

Any hints on that?

Thanks a lot and kind regards.

Hannes

Former Member
0 Kudos

Hi Guys,

there are two essential customizing to achieve this

1. tcode crmc_ic_auignadr where you define the deadline period.

2. make sure you have maintained the services FG_ESCALTIME and UT_ESCALDETERM after RE_RULE_EXEC in service profile definition of yours.


problem will be solved

Former Member
0 Kudos

Hello Sufyan,

it worked perfectly for me.

But I am currently still struggling with the email escalation notification email...any hints on that?

Thanks and kind regards

Hannes

Sigrid
Product and Topic Expert
Product and Topic Expert
0 Kudos

Hello Hannes,

You might check the attachment of note 1272255 How to Configure ERMS Escalation?

Best Regards,

Sigrid

Former Member
0 Kudos

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

Former Member
0 Kudos

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

michael_ruth3
Contributor
0 Kudos

Hi,

I'm going to take a long shot here,,,,take a look at note #1259660.

Cheers

Former Member
0 Kudos

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