not able to Forward Inbox E-mail to a group/Org in ERMS SAP CRM

[Former Member]

Hi,

I am able to forward Inbox E-mail to any single user,

but unable to forward the same Inbox E-mail to any group in Interaction Center CRM EHP2 using the ERMS workflow concept, the Workflow is standard not modified anywhere.

I am getting the Error as

""" Unable to forward inbox item of type 'e-mail' with description 'XXXXX'

Unable to dispatch e-mail, fax, or letter ""

In Debugging found the function module RH_CHECK_FORWARDING is checking the work-item can be farwarded or not ?

in that func. module, another func RH_WI_EXCLUDED_AGENTS checks for Work-item excluded Agents.

As the excluded agents are not there it is raising an exception and leads to error.

This is hapening after CRM EHP2.All the configuration settings are OK, please guide me how can we proceed.

Thanks.

[Former Member]

Hi Ganesh,

I did create an OSS for this and a note has been created which resovles this issue. Apply the following note and see it resolves the issue. It did work for me.

1906163 - Forwarding work items to groups that contain
inactive users

Thanks,

Lankesh

[Former Member]

Hi Ganesh,

I did face the similar issue and what was found is that the Queue assignment had colleagues that are expired. Basically someone leaving the company and no longer valid needs to be removed from the Queue that you are forwarding to.

Service Tickets and Service Requests forwarding works fine, but does not work for Emails, letters and Faxes.

Anyone know for a work around would be great but for now, we are just cleaning up the assignments in the Queues for expired users.

Hope this information helps !!!

Thanks,

Lankesh