ERMS routing issue: Please help

54 Views

Hello Guys,

I am dealing with ERMS at the moment.

There are lot of external incoming mails in CRM system . All the mails coming in CRM system have one receipient (AUGUSTAOF). Currently ERMS have set of rules and policies .

All the mails with receipient(AUGUSTAOF) execute one Policy and teh mails are routed appropiately.This policy is independent of sender address .It checks only for receipient address and email is routed to particular group

Problem : The emailis from one particular Sender (XYZ), then this policy is not executed at all. Actually, this policy must be exceuted but it does not go through the rules and the ACTION parameter in container does not return the appropiate details.

I tried CRM_ERMS_LOGGING and have the output.

For Correct Mails : <ORIGINAL_RECEIVER>and <SENDER_ADDRESS> is filled .

For Incorrect Mails: Above mentioned TAGS are not present.

Can anyone help as to where exactly the problem could be because I have been searching everywhere but not able to get clue.

Regards,

Sunil