CRM-IC ERMS Status Agent inbox & Email Workbench difference

[Former Member]

Some cases of ERMS workflows are finished by attendant, the workflow item is finished, but at "Email Workbench" report the same activity status is "In queue". This is happening in few cases (1 each 1.000).

I saw at worklfow log (swi2_freq - task TS00207914) there are 2 steps absents when happens this issue, but i don't know why.

Someone can help me please?

[Sigrid]

Hi,

Which steps are missing for those?

Best Regards,

Sigrid

[Former Member]

Hi Sigrid, below they are:

Steps in a flow that works fine:

Steps in a flow that didn't work fine:

In the second flow is missing these steps: 1º "Processed" and "Results Processing Started"

Thank you!

Guilherme

[Sigrid]

Hi,

That is hard to say why they look different. If you use ERMS, then you might compare the entries in table

CRMD_ERMS_STEP for both E-Mails.

Best Regards,
Sigrid