Some Inbound mails are not displaying in Agent inbox from IC web

[Former Member]

Hi Experts,

I am not able find some the inbound mails in Agent inbox. And if I search for them I can find them in Email Workbench (IC_Manager role) with status In Queue.

Could you pleasse provide me some inputs what may be the reason for not displaying just some e-mails in Agent inbox from IC web.

Thanks,

Andre

[former_member187490]

Hi Andre, In order to monitor the e-mail work items once they have left SAPconnect, use transaction SWI1. Select task type TS00207914 (dialog step) to display the work item container of the e-mail including actions and factbase. Non ERMS Inbox e-mails use task type TS0014008030. Select task type TS00207915 (background) to view, via the workflow log, the list of agents for routing. Transaction CRM_ERMS_LOGGING (Check Automatic Processing Details) can be used to display a detailed log of a selected ERMS work items (using the work item ID from SWI1) including complete rule execution results. See the attachment FAQInbox of OSS note 882653 for detailed information on how e-mails arrive into the Interaction Center Agent Inbox via SAPconnect. Regards, John