Auto response in ERMS for CRM service orders

[Former Member]

Hi All,

We are configuring auto responce with Tracking number for our client. Can u pls tell the configuration steps to do this?

So far I have below Configuration steps.

1) Service ID

2) Define Service manager Profile

3) Assign service manager profiles

I have defined the Rule Policy for Automatic service order creation as mentioned below.

If

E-Mail Original Recipient Contains u201CXYZ"(mail address)

Then

Create Service Order (IT).

With this Rule we are able to create service order successfully.

But as a second step we need to send Auto Responce without agent action.

I try many ways for Auto Response with Tracking Number. But we are unable generate same in the system.

I have Create Multi Level Category Schema also with attached mail forms.

Below Rule Policy example what I created in the system for Auto Response.

If

E-Mail Original Recipient Contains "XYZ" ( mail address)

Then

Create Service Order (IT) and

Auto Respond (Category Schema = IT Helpdesk; Mail Form = Z_SONUMBER; Outgoing E-Mail Address = donotreply( mail address) ; Create Interaction Record = No; Route To (On Exception) = ""; Inline = No )

Please advise me how to set up Auto Response with Tracking Number .

Regards

Raju

[Former Member]

Hi Raju,

i am working on ERMS configuration and i made required setting to receive inbound email and we are successfully receiving email to CRM system, now we wanted to create CRM service request transaction for every email that comes in. we also wanted copy email body content to notes of CRM transaction and subject to transaction description.

another question - is it possible to create CRM transaction without a business partner Bcoz email does not have any BP number of BP info.

Could you please help in this as i have very basic understanding of ERMS process.

Thanks

Sriram

[former_member187490]

Hello Raju,

It sounds like you are on the right path. In your categorization schema (that you reference in the Auto Response action) you need to link a Mail Form ID. In the Mail Form you can insert a standard out of the box attribute called Tracking ID that will dynamically pull in the ID of the service transaction.

Regards,

John

[Former Member]

Hi John,

Thank you very much for response ,

I have completed suggested step also along with categorization schema configuration . In Second level of category under Standard Responses I have assigned Mail Form Z_SONUMBER (having Tracking number defined with Attribute Context ERMS ).

First of all system is not creating auto response mail in SOST . Am i missing any programming part either in service order Class method "IF_CRM_ERMS_SERVICE_{EXECUTE" nor in Auto Response Class "CL_CRM_ERMS_AH_AUTO_RESPOND" has method "IF_CRM_ERMS_SERVICE}EXECUTE" .

In service order Class method ""IF_CRM_ERMS_SERVICE~EXECUTE" we have done custom changes to store few default entries like Priority , Categories ( first 2 levels) , Created By partner Function .

And we are using default Auto Response Class with any changes to SAP Stranded .

-

For Testing Purpose i have Tried Auto Acknowledgement with stranded Class and It is working as expected ( but no tracking number ) .

Please Advise me .

Thanks

Raju

[former_member187490]

Hello Raju,

Well, one thing you might try is creating a Service Ticket rather than a Service Order, just to check if that might be the problem.

Warm regards,

John

[Former Member]

Thank you John,

I will let you know the Results

Regards

Raju