CRM 5.0 ERMS - Setting Priority, Due Date etc of Incoming Email

[Former Member]

Hi Gurus

We've moved our incoming e-mail processing from a Non-ERMS set-up to an ERMS set-up.

Previously we were able to assign the Priority & Due Date for Incoming Emails in Transaction.

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

Define Receiving E-mail/Fax Settings

Now with E-mails coming through via ERMS we have the following issues:

Priority is set to Medium when we require High

Due Date is set to 31/12/2099 when we require 24 hours from arrival into ERMS

Responsible Group is Blank when it should be the assigned Org Unit.

Is this something that is controlled throught the Rule Modeler, if so how?

Maximum points for the correct answer here.

Many Thanks in advance

Panduranga

[Former Member]

Hi,

Yes you have to do settings in rule modeler, please go through the following link for ERMS and rule modeler and if you are still not able to solve let me know.

http://help.sap.com/saphelp_crm50/helpdata/en/83/0a94734da3439fabcd079cee3f3c72/frameset.htm

Regards,

Deepak

I think you need to do these settings in Transaction CRMC_IC_AUIGNADR

Edited by: Deepak Ahuja on May 14, 2008 4:15 PM

[Former Member]

Hi Deepak

We haven't changed the E-mail addresses so there is no need to modify in Transaction CRMC_IC_AUIGNADR.

Still have not managed to resolve the issue.

Many Thanks

Panduranga

[Former Member]

Solved This

Created my own Workflow and assigned the Due Date and Priority.

Still haven't got the responsible group value.

Will log as a separate item.

Many Thanks

Panduranga

[Former Member]

Hi,

I will thank you with you will explain how you assigned the Due Date and Priority in your own Workflow .

tnxs.

Tal