Due Date for Emails

Hi Experts,
System: SAP CRM 2007 (WEB UI)
I am trying to set-up ERMS Due date for incoming emails. I am trying out the Standard funtionality by using the two services
FG_ESCALTIME
UT_ESCALDETERM
Can any one help me with the Properties that I should set up for FG_ESCALTIME service. Also, when I am using Property--> METHOD and PROPERTY VALUE --> 2 for the service UT_ESCALDETERM, the routing is failing.
Can someone help me fix this.
Regards,
Namita

Hello,
Have you tried using the BADI "CUSTOM_HIT_LIST_SORT" to define that email work items should be sorted in ascending order? You might also look at some of the other BADIs for the Agent Inbox as well such as "AFTER_SEARCH" or "COMPUTE_DEADLINE_AND_PRIORITY". Please take a look at the 82 page FAQ document attached to SAP Note 882653 (Frequently Asked Question about IC Agent Inbox) in case you have not already done so.
Warm regards,
John

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Message was edited by:
Marco Vismara
Message was edited by:
Marco Vismara

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