Automated Service Request not processed for incoming email for one customer

[Former Member]

Hi CRM Experts,

A customer ( Contact Person BP: XXXX) emailed us for Registration requests on behalf of one Organization BP: XXXX) on 12/01/2015.

As per process, once email is received, Service Request should be created automatically via ERMS. But, not happened this flow for these 2 emails.  I also found one from same customer/same email received on 06/01/2015 which got through and was processed successfully as shown in the below screen shot. workflow expert checked the flow and confirmed workflow is happening properly.

Not able to find the cause why these emails failed. Could you please help us on this issue.

[Former Member]

Hi

I'd start by checking the ERMS Conditions for the creation of the Service Request.

What Rules are required to satisfy the condition of the Service Request create?

Regards

Arden

[Former Member]

Thanks for your reply Arden,

this is the condition used for SR creation.. but for same customer successfully processed before and after. i think there may not be problem with conditions

[Former Member]

[Sigrid]

Hi,

Did you check in the E-Mails in the E-Mail workbench? There you would have additional information on rule evaluation, factbase,.... which will help you with your analysis.

Best Regards,

Sigrid

[Former Member]

Hi Sigrid,

Yes, emails are there in email workbench, I tried many times to open those emails in workbench to check the rule evaluations. those emails are not opening but, others are opening

[Sigrid]

Hm that's strange, then I would check in SWI1 and try to identify the corresponding work items. If it does not open in the E-mail workbench, there might be some issue.

[Former Member]

Yes Sigrid,

work item is there in SWI1. is it possible to find cause in SWI1 ?