ERMS Workitem ID

[Former Member]

Hi Gurus,

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.

Thanks,

Vivek

[former_member290439 · Accepted solution]

Hi Vivek,

Pertain to the SOFM document ID:

First of all, let me first explain you how the Document ID is being determined with in ERMS:

The SOFM Office Document is sent by the Workflow to ERMS Task TS00207915(Step: Invoke ERMS service manager) upon the 'MailReceived' event got triggerd by SAPConnect. With this OfficeDocument, the RULEEXECUTION method of the Object ERMSSUPRT2 will determine the DocumentId and will call the Execute Method of the Service Manager class CL_CRM_ERMS_SERVICE_MANAGER, just by passing the DOC_ID.

Now the Service Manager Execute method will set this Document id as part of its attributes, so that the same can be made used by other FG / AH classes of ERMS at later point of time.

In your case, as you can realize that the Method GET_EMAIL_ID of class CL_CRM_ERMS_SERVICE_MANAGER doesn't populate the DocID, then I guess you got to traverse back and check the gap, at where the DocId is not being updated/sent properly !

It could be that, the OfficeDocument doesn't contain the Doc Id, but this should never be the case.

Pertain to the escalation mails being sent immediately:

The reason why the escalation email is sent immediately is because the customizing of the directly called services for your service manager profile in the transaction CRMC_ERMS_SM_PROF might have been maintained incorrectly.

The services related to Escalations like FG_ESCALTIME, UT_ESCALDETERM and UT_SEND_ESCL needs to be used with the Service Manager Profile and the first two service should be used before the service RE_RULE_EXEC and the third one should be maintained after the service RE_RULE_EXEC.

I don't know which kind of escalation determination you are making use of, but please re-check whether you are using any of the following three ways of escalation determination:

1)Rule based

2) Customizing based

3) SLA based.

Hope this helps.

With Best Regards,

Vinod

[Former Member · Accepted solution]

Thanks Vinod,

Here are some of the settings, which might help you in suggesting solution to us:

1. We have used Services FG_ESCALTIME & UT_ESCALDETERM before RE_RULE_EXEC.

2. We are using Method 2 in Service UT_ESCALDETERM.

3. We haven't used any property in Service FG_ESCALTIME.

After setting any Deadline Period in Receiving E-mail settings, the Escalation mails are being sent immediately.

However, the system is displaying the Escalation Type, Escalation Date & Time correctly. The reaction is immediate though.

Kindly help us resolve this issue.

Thanks & Regards,

Vivek

[former_member290439 · Accepted solution]

Hi Vivek,

Good to hear from you !

Looking through your reply, I could think that one possible reason for the escalation emails being sent immediately could be that, in your service manager profile, you might have included the service UT_SEND_ESCL. If so, kindly delete this service from your ERMS Service manager profile and then try out the same scenario again and lets see the result ?

Please update me the result of the same.

With Best Regards,

Vinod

[former_member187490 · Accepted solution]

Hello Vivek,

Vinod has provided you with some excellent help and ideas. However, in case you are still not able to resolve this issue, please let me know. This could in fact be a bug, as I have recently seen this same issue at two other SAP customers using ERMS. So please do try to resolve the issue with configuration first, but if you still are not able to resolve it then I would request that you log an OSS (Online Support Service) ticket and then inform me so that I can escalate the issue to the SAP support organization. Thank you very much.

Warm regards,

John

[Former Member · Accepted solution]

Thanks Vinod!

I deleted the entry from Service Manager Profile. Now, the escalation mails are not being sent at all.

Kindly suggest a solution to this.

Regards,

Vivek

[former_member290439 · Accepted solution]

Hi Vivek,

Sorry for the inconveniences cased, as I forgot to mention you an additional step and here it follows:

I hope that you should have deleted the service email UT_SEND_ESCL from your Service Manager profile and this step is fine, but after this step, you got to maintain the Properties of the same service UT_SEND_ESCL under the service manager profile ERMS_ESCALMSG, so that when an escalation happens, the escalation email notification can be sent to the maintained receipient(s) underneath this service.

Basically the ERMS Escalation works as follows:

Emails are received by CRM system, processed by ERMS and based on some predefined rules an email is escalated. The processing of the email can be done in either by IC WebClient or IC WinClient, the escalation processing happens before the email is presented to the agent so is independent of UI.

After the ERMS evaluates the escalation rules it calculates a period of time after which the email received is considered as being escalated.

The escalation is triggered based on 3 different sources for duration.

1. Rule based

2. Customizing based

3. SLA based

The Fact gathering service FG_ESCALTIME collects all 3 times specified above. Then the service UT_ESCALDETERM calculates based on the logic above depending on rules or customizing, the time of escalation.

Note: In the service manager profile the service FG_ESCALTIME should be invoked prior to service UT_ESCALDETERM and these two services should be called before the Rule Execution service RE_RULE_EXEC.

Escalation is controlled by 2 escalation-related container elements: EscalationDate and EscalationTime.

In the ERMS Workflow, for step 000004 u201CRouteu201D a u201CLatest Endu201D is defined. The expression uses the calculated EscalationDate and EscalationTime to determine until when this step has to be completed.

If an escalation happens, then the workflow continues with execution of step 000050 u201CEscalationu201D.

This step maps to task TS15107965 (u201CERMS rule execution for escalationu201D), which calls

ERMSSUPRT2->RULEEXECUTION with service manager profile ERMS_ESCALMSG, which has the associated service UT_SEND_ESCL, with the properties such as FORMNAME, RECIPIENT and SENDER_ID are maintained.

This service sends an email notification to the configured recipients.

Hope this information will be helpful for you !

With Best Regards,

Vinod

[Former Member · Accepted solution]

Hi Vinod,

Thank you very much for such a detailed description of the process.

I made the changes in workflow in Step 4 "Route" as suggested by you. The Service Manager Profile ERMS_ESCALMSG is properly and is assigned to Object ID 15107965 and the receiving e-mail ID.

The escalation mail is still not being sent. Do you think we need to set "Deadline Monitoring" in Step 50 also? Or there is some bug in the program?

Many Thanks,

Vivek

[former_member290439 · Accepted solution]

Hi Vivek,

I did a thorough investigation yesterday with our SAP internal system and I found out a code change which was misleading the calculation of the Escalation date/time.

I have fixed all the issues with the ERMS Escalation with the Release of the OSS Notes 1272200 and 1259660.

I have also tested the scenario with success in our internal systems.

In addition to this, I have created a Consulting Note 1272255, with which I have explained all the related customizing needed to make ERMS Escalation work.

So here are my suggestions to you:

1) Please implement the OSS Notes 1272200 and 1259660 in your system.

2) Have a look at the Consulting Note 1272255 and recheck your system, whether you have maintained the similar customizing as suggested in the consulting note.

After the above two steps, please retest the scenario and let me know the result of the same ?

Hope this should resolve all your issues with ERMS Escalation !

With Best Regards,

Vinod

[Former Member · Accepted solution]

Thanks Vinod,

After applying the notes, we have been able to test ERMS escalation. It is working perfectly now.

[Former Member]

Escalation mail still not being sent

[former_member290439]

Hi Vivek,

1) From your previous reply, I could infer that you are trying to include an entry in the transaction CRMC_ERMS_SM_PDET, for the Service Manager profile ERMS_ESCALMSG against the Object ID 15107965 and the receiving e-mail ID.

But in my reply, I have not suggested this step to you. So please donot maintain an entry in this transaction for the Service Manager Profile ERMS_ESCALMSG

2) You have replied "I made the changes in workflow in Step 4 "Route" as suggested by you".

But could you please let me know what changes have you done to this step 4(Route) in the workflow ? Since in my last reply, I just explained you, how the ERMS Escalation determination will be executed by the ERMS workflow and I have not suggested you anything to change the workflow settings as such !

I guess, it would be helpful for me, if you can send me the complete screen shots of the following customizing:

1) Transaction CRMC_ERMS_SM_PROF.

Please take the screen shot of your ERMS Service Manager Profile -> Directly called services.

2) Transaction CRMC_ERMS_SM_PDET.

3) Transaction SWDD => Workflow : WS00200001

In this transaction, click on the Task 'Route' from the left hand navigation and then click on the

tab 'Latest End' from the right hand tabs and kindly take the screen shot of the same.

Also as suggested by Mr.John, you can as well log an OSS (Online Support Service) ticket and then inform me, so that we can discuss this issue and check out the occurance of a bug, if so, then we will fix this out.

In the meanwhile, I am also trying to check this scenario within SAP and if I find any bug, then will fix it up and update you the same.

Thanks & Best Regards,

Vinod