Skip to Content
author's profile photo Former Member
Former Member

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

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.

Add a comment
10|10000 characters needed characters exceeded

Related questions

2 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Aug 13, 2013 at 08:18 PM

    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 Basically someone leaving the company and no longer valid needs to be removed from the Queue that you are forwarding to.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

    Add a comment
    10|10000 characters needed characters exceeded

  • author's profile photo Former Member
    Former Member
    Posted on Aug 30, 2013 at 05:35 PM

    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

    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.