Skip to Content
avatar image
Former Member

Inbox email search with no routing

Hi,

I have a question on Agent Inbox email search - using ERMS email processing.

For the scenario, where we have an incoming email triggerring the creation of a service request automatically, is there is way to search for the original incoming email? There is no routing or agent assignment to any org. unit done in this case. The incoming email is used to trigger the action to create the service request. How to search for such emails in Agent Inbox?

Kindly let me know if anyone has an idea.

Thanks,

Mohit

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

2 Answers

  • avatar image
    Former Member
    Nov 02, 2015 at 10:51 PM

    Hi Mohit

    The Email should be attached to the created Service Request by default.

    Regards

    Arden

    Add comment
    10|10000 characters needed characters exceeded

    • Former Member Former Member

      Hi Mohit

      Yes, it is standard functionality to search Emails in the Agent Inbox

      Refer to SAP CRM Best Practice Guide C78. This should have all of the steps you require for configuring.

      Also checkout the 882653 - Agent Inbox Faq

      Regards

      Arden

  • avatar image
    Former Member
    Nov 03, 2015 at 12:49 AM

    Hi Mohit,

    Yes, you can search such emails in Agent Inbox. If the ERMS is set up properly, then you need to configure the email profile and inbox profile properly. You can refer to the Step 9 of 1846041 for details. If the emails are still not visible in Agent Inbox, please also check the other steps in this note.

    Regards

    Abby

    Add comment
    10|10000 characters needed characters exceeded

    • Hi Mohit,

      The system needs some information which agents are allowed to search and process the E-Mails. If you do not want to add a routing rule in your rule policy,

      • add the agents in transaction CRM_ERMS_WF_CUST - Assign Agent for E-Mail Handling -> Assign Agents
      • or define property DEF_ROUTING for your service manager profile for Service ID RE_RULE_EXEC

      Best Regards,
      Sigrid