Email Work Items open in My Activities

[former_member225430]

We have set up the ERMS and have completed the configuration to receive mails in agent inbox using Hybrid PUSH. CTI is able to route and the agent is able to accept the E-Mail conversation by confirming the account and contact. I have below questions in regards to ERMS flow.
1) An interaction record is not created at that point of time but only once we have created either the complaint or service request and saved it.
3) When we go in the My Activities, The Email work item is still open in the list and is not in completed status after the agent has actually interacted with the client by creating a SO, Complaint or service request. The user can still select the item and interact. Is this standard behavior? Or the item should get completed? Is this to be done in CRM or have to be set in CTI since this is Hybrid PUSH?

Regards

Prasad

[bruce_li]

Hi Prasad,

For both scenarios, can I know did you click end button?

1.If you confirm an account, system will be considering that a real interaction has happen, and will create a new IR, only when you click end button, then system will trigger to save the new iR on the database(can be checked on table crmd_orderadm_h).

2. If an agent interacts with an E-Mail in the agent inbox and then presses END. Even without writing an reply, then the E-Mail gets completed. This is SAP Standard behavior. For the detail explanation, please read KBA 1878526 - Problems with E-mail status in CRM Agent Inbox and in Email Workbench

Best regards,

Bruce