Deletion of E-Mails from Agent Inbox

[ravichandra_kummitha]

Hi when i search E-mail in Agent Box in business role IC Service Agent & try to delet the E-mails.

The below Error message " Unable to delete e-mail, fax, or letter document ".

Can you please provide what changes do i need to make.

thanks

ravi

[VishnAndr]

Hello, Ravi.

Actual deletion of work items in agent inbox is done in class CL_CRM_IC_AUI_WI in method DELETE_ITEM. There is a place where mentioned message is raised. It's right after calling function module SWW_WI_DELETE (message # 152 from message class crm_ic_aui). It seems that something went wrong there. Probably it's because authorization.

You can try to check the exact reason of the issue using trace tool for workflow/workitems. Activate it in tx. SWU8, reproduce the issue and then check the trace log in tx. SWU9. Or try to set an external break-point in mentioned method and see what's going on there.

Hope this will help you.