In our company's implementation, we have been able to configure a basic ERMS scenario. We have succeeded in deleting, routing and forwarding e-mails.
It appears that there is something wrong with the method GET_EMAIL_ID of class CL_CRM_ERMS_SERVICE_MANAGER. It is not populating the value with SOFM document ID.
Please help us with a solution.
Also, the escalation mails are being immediately sent by the system as soon as an e-mail is received. It doesn't wait for 2 hrs' response time as has been set in receiving e-mail ID.