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SAP CRM Inbound email assign Responsible group

Hello Experts,

I am new to CRM and configuring the agent inbox.

The requirement is that when an inbound email arrives in Inbox ; it should be automatically assigned to a "Responsible group"

I did do the configuartion using below link.

http://wiki.scn.sap.com/wiki/display/SAPITSM/E-MAIL+INBOUND+CONFIGURATION-+ALM%3A+Incident+Management#E-MAILINBOUNDCONFIGURATION-ALM:IncidentManagement-4.1MappingBusinessTransactionstoResponsibleEmployeesandGroups

The emails are arriving inbox however the requirement is to automatically route to the relevant org unit as well.

For example if send an email to

-HR.FINLAND@XX.com then responsible group should be the org unit T1RESPFINLAND.

-HR.GERMANYT@XX.com then responsible group should be the org unit T1RESPGERMANY and so on for relevant countries.

where T1RESPFINLAND and T1RESPGERMANY  are relevant org units

Do you have any idea?

Urgent responses would be rewarded.

Regards

Abhishek Kokate

Countries.JPG (145.1 kB)
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2 Answers

  • Oct 20, 2015 at 11:45 AM

    Hi Abhishek,

    to route an email to a org unit you need to implement a routing rule AFAIK.

    The following page contains quite a list of useful docs related to ERMS: ERMS Configuration Guides and Documentation. Especially the note 1516469 and the EMRS Configuration Guide should be helpful to solve the problem.

    Christian

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  • Oct 22, 2015 at 08:48 AM

    Hi Abhishek,

    You can achieve this by configuring ERMS.

    Then use your rule policy which will have the action "Route to responsible" something like that.

    Hope it helps.


    Regards,

    Dev

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