ERMS routing issue: Please help

[Former Member]

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

[Former Member · Accepted solution]

I would suggest you look at SWI1 on the ERMS rules execution line selec the upper icon 'display work item container' the log will show if your policy was true or false. and Actions will show where the email was routed (if it was).

You could set up a separate rule for that email but doesn't expalin your initial problem.

[Former Member]

Hi,

I hope you do not have another rule in your policy that if the sender is so and so then it should do a particular set of action.

Secondly, if you go to Transaction SWIA you can see your work item and the container of the work item will give you idea about what data is passed to the workflow. You can use the Document ID from here in CRM_ERMS_LOGGING and then see the results.

Regards,

Deepak