We are using ERMS in CRM 7.0,I have come across a issue related to status change in service request for past 2 weeks.
Whenever incoming email sent to service request with completed status, Status of the service request must be set to reopen. Its working perfectly fine for 2 service manager profile.
But status has not been changed to u2018Re-openu2019 for one of the service manager profile.
I can see inbound email has been linked with service request and not status change triggered. Still service request in completed status only.
Also issue doesnu2019t happen in CRM development server, The status changing code in Z class for both development and production system are similar
At present, WF-BATCH user type is 'System' in production system. In order to investigate further, I need to make changes in User type and then set a break point in class. But this will have an impact on other incoming emails.
I suspect something has gone wrong in CRM UI ERMS configuration level.
Can you please guide me to fix the issue?