Inbound Email- SAP Connect

[Former Member]

Hi everyone,

We have setup the IC (Interaction Center) webclient Agent inbox and activated the WS14000164 workflow. Whenever we send email to the Agent inbox we are able to see that an entry is created in the SOOD table which probably means that the Email is successfully received into the CRM system. However the workflow is not getting started because the triggerring event ICAUISUPP-MAILRECEIVED is not getting generated. Has anybody experienced similar problem? Is there any specific config required for generating the event?

Thanks

Pramod

[Former Member · Accepted solution]

Hi Pramod,

the problem is related to the Inbound Processing Rule CL_RMPS_INCOMING_MAIL.

The reason for the workflow not getting created lies with your settings in SO50.

There you can find the following mailhandlers:

Comm.Type Recipient Doc.Class Exit Name Call seq.

INT * * CL_MPA_HANDLE_ALERT_REPLY 2

INT * ICS CL_APPOINTMENT_REPLY 3

The Exit CL_MPA_HANDLE_ALERT_REPLY will be called for all SMTPrecipients

(Recipient = *, Comm.Type = INT)

This exit sets se_retcode = IF_INBOUND_EXIT_BCS=>gc_terminate and this

now will suppress the delivery to the Business Workplace as

well as Means, you need to ensure, that all exit handler, which you

use, have e_retcode = if_inbound_exit_bcs=>gc_continue at the end.

Therefore I would ask you to check again your settings in

SO50.

Regards

Itty

[Former Member]

working fine

[Former Member]

Hi Pramod,

Have you defined Email Profile? Need more info. so, i can help you.

Srini.

[Former Member]

Hi Srini,

Mail's are coming to CRM system for a particular User ID & congfigured the below steps.

1. Inbound distribution(Distributing to AUI object)

2. Activated the workflow(WS14000164)

3. Configured the agent inbox

4. Assigned the agents for email handling in CRMC_IC_MAIL_WF.

Thanks & Regards

Pramod

[Former Member]

Hi Pramod,

In addition to Agent Assignment, did you activate event linking.

Check it out.

If you did not do it, please try activating the event:

- Choose "Activate Event Linking".

- Expand Node "WS 14000164"

- CLick "Detail View of event "ICAUISUPP MAILRECEIVED"

- Mark checkbox "Event linkage activated".

Hope this helps.

Regards,

Sharad

[saumya_govil]

Hi Pramod,

I am also facing same requirement. In my case I am not even getting Email in SOOD table.

Please help what the issue could be.

Regards,

Saumya