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Former Member
May 14, 2008 at 04:43 PM

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


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