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Due date for Service Request : ERMS

Hi guys,

We are creating a service request whenever a new incoming email is coming to us via SAPConnect for a particular recipient ( for ex : abc@gmail.com )

So whenever a customer sends an email to abc@gmail.com , ERMS is triggering the rule policy and the respective action 'Send Auto Acknowledgement' is getting triggered. Now in that action we have given the 'Create Service request' as true.

That's how we are creating a SR. Now if we go to our Agent Inbox and see this SR, we can see the due date as 31.12.9999 23:59:59.

This means due date is not getting determined for the SR.

Can anyone help in this? as to how to influence the due dates for Service Request via ERMS?

Regards,

Devashish

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2 Answers

  • Best Answer
    Oct 22, 2015 at 08:46 AM

    I have solved this by creating a custom date rule in date profile.

    Regards,

    Devashish

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    Former Member
    Oct 20, 2015 at 02:28 AM

    Hi Devashish

    Please check the Date Profile assigned to the Service Request, ensure that you have Date Rules in place for the correct population of the Date Type (Due Date). Any of the SAP CRM Best Practice Guides will have content on this.

    Also ensure your Agent Inbox configuration for Date Mapping is configured correctly. Best Practice Guide C78 will have this content.

    Regards

    Arden

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