Email Threading : Email Objects has date 31.12.9999

[devashish_bhattacharya]

Hi folks,

We have enabled Email threading in our project, and as a result now emails are getting linked to the transaction 'Service Request'.

But all these emails that I can see has 31.12.9999 as due date.(Due date not defined on mouse hover ).

We have both the inbound and outbound email objects present there.

Can you guys please help me in getting rid of the dates or how can we infuence these dates?

Regards,

Devashish

[devashish_bhattacharya · Accepted solution]

Hello guys,

After lot of debugging and checking the backend logic, I found out that this can be achieved by activating the Business Function CRM_IC_INBOX.

Thanks,

Devashish

[devashish_bhattacharya]

Any input guys?

[Former Member]

In the ERMS Rule Modeler are there any options for setting the Due Date there.

I don't have access to a system right now and it's been a while since I last work on the Rule Modeler tool.

Regards

Arden

[devashish_bhattacharya]

John Burton

[Former Member]

...and the purpose of playing the John Burton card?

[ceedee666]

Hi Devashish,

please take a look at the following thread: Priority and Due Date for Incoming Emails | SCN

Best,

Christian

[devashish_bhattacharya]

Hi Christian,

I had a look at that thread, but it doesn't seem to be useful.

I am not able to get due dates on the Email objects that are linked to SR i.e. email objects that are linked as a result of Email Threading.

Let me know if you want me to explain bit more.

Thanks,

Dev

[Former Member]

Hi Devashish

Take a look at this config area.

SPRO - - > IMG - - > Customer Relationship Management - - > Interaction Center WebClient - - > Agent Inbox - - > Settings for Asynchronous Inbound Processing

- - > Define Receiving E-mail/Fax Settings

Regards

Arden

[ceedee666]

Hi Devashish,

further down the thread someone posted the following question:

In standard ERMS emails coming in with grey diamond and I was not able to change that using either date management or rule policy.

Any hints on that?

The answer to this is:

there are two essential customizing to achieve this

1. tcode crmc_ic_auignadr where you define the deadline period.

2. make sure you have maintained the services FG_ESCALTIME and UT_ESCALDETERM after RE_RULE_EXEC in service profile definition of yours.

I thinks this refers exactly to the problem you are describing.

Christian

[devashish_bhattacharya]

Hi Arden,

I have used this config. And as a result of this I got Due Date for Incoming Email working.

But the email object that are linked using Email Threading are not having any Due Date and hence being shown as 31.12.9999 as per the screenshot.

Any other clue?

Regards,

Devashish

[devashish_bhattacharya]

Hi Christian,

Yea. But I have those services in place. and Deadline also defined in crmc_ic_auignadr.

My isse lies with the email objects which are linked to Service Request (as a result of Email threading )having no due dates and being shown as 31.12.9999.

Regards,

Devashish