ERMS CRM6.0

Hi,
I have done the initial settings to get the mails sent from outlook to Agent Inbox. However my mails are not reaching Agent Inbox. I can see all me mails sent under SCOT -> Utilities -> Inbox Overview.
Is there any config I am missing ?
Regards
Sachin

Hello,
I have created rule but still it's not reaching Inbox. i guess it's related to workflow, although workflow is activated etc I am getting this error :
Workflow 9001 set to status ERROR
Created Workflow System on 06.08.2009 14:10:41
Please repair the suspended workflow
Context Information:
ID: 9001
Work Item Text: ERMS 1
User: WF-BATCH
Language: E
Press 'Execute' to display the workflow that has errors.
Any Idea how this can be resolved ?
Regards
Sachin

Similar Messages

TREX Error while implementing a Rule Modeler in ERMS

Hi Experts,
I am getting the below error when i am implementing a Rule in ERMS. Please suggest how to rectify the error.
Exception in method execute(CL_CRM_ERMS_SERVICE_MANAGER) : Service CL_CRM_ERMS_ADD2FB_CA failed. TREX error:Error in the RFC communication: Error when opening an RFC connection (IMSDEFAULT)[error code =] at: CL_CRM_ERMS_ADD2FB_CA=========CP : CL_CRM_ERMS_
Processing policy ZTEST_RULE1
Exception in method execute(CL_CRM_ERMS_SERVICE_MANAGER) : Service CL_CRM_ERMS_RULE_EXEC failed. Policy not found in repository:ERMS:ZTEST_RULE1 at: CL_CRM_ERMS_RULE_REPOSITORY===CP : CL_CRM_ERMS_RULE_REPOSITORY===CM005 : 44
BOR: returned from Service Manager.
Regards,
Niloufer

Hi Niloufer123
Have you regenerated your Repository after making changes?
If not, go to SA38 and run program CRM_ERMS_REGEN_RULES for ERMS context for your Policy (check box checkboxes).
Now re-run your scenario. Hopefully this has helped.
Thanks,
Andrew G.

Warnings while activating BC SETs in configuring ERM on GRC 10.0

Hello ,
We are trying to configure GRC 10.0 , when I tried to configure ERM and tried to active the given BC Sets as per the Config Guide , We found that one of the BC SETS " GRAC_ROLE_MGMT_LANDSCAPE" is throwing a warning.All the other BC SETS are activated Successfully.
Please let me know if any one tried the same and getting the warnings.
Regards,
Jagadish

Dear Rajan,
Today I tried to activate in Expert mode , still its throwing Warning !!.
Regards,
Jagadish Bhandaru

CRM 5.0 ERMS - Setting Priority, Due Date etc of Incoming Email

Hi Gurus
We've moved our incoming e-mail processing from a Non-ERMS set-up to an ERMS set-up.
Previously we were able to assign the Priority & Due Date for Incoming Emails in Transaction.
SPRO -> IMG -> Customer Relationship Management -> Interaction Center Webclient -> Agent Inbox -> Settings for Asynchronous Inbound Processing ->
Define Receiving E-mail/Fax Settings
Now with E-mails coming through via ERMS we have the following issues:
Priority is set to Medium when we require High
Due Date is set to 31/12/2099 when we require 24 hours from arrival into ERMS
Responsible Group is Blank when it should be the assigned Org Unit.
Is this something that is controlled throught the Rule Modeler, if so how?
Maximum points for the correct answer here.
Many Thanks in advance
Panduranga

Hi,
Yes you have to do settings in rule modeler, please go through the following link for ERMS and rule modeler and if you are still not able to solve let me know.
http://help.sap.com/saphelp_crm50/helpdata/en/83/0a94734da3439fabcd079cee3f3c72/frameset.htm
Regards,
Deepak
I think you need to do these settings in Transaction CRMC_IC_AUIGNADR
Edited by: Deepak Ahuja on May 14, 2008 4:15 PM

Workflow error in ERMS (CRM 7.0)

Hello Experts.
I am facing a workflow issue in ERMS.We are using ERMS and using standard workflow to route email to org.unit.
As lotus notes is not integrated, In order to test the ERMS Policy rule process,I have sent a mail from SBWP (SAP Business Workplace) to receipient mail address.
But Task WS00200001 ended up with error message and workflow log below are the errors ..
Error when processing node '0000000025' (ParForEach index 000000)     --> SWP088
Work item 000000000082: Object FLOWITEM method EXECUTE cannot be executed
Message no. WL821
Diagnosis
The calling of the object method for the work item ended with a return value for which no handling is modeled in the workflow.
System Response
The work item was forced into the error status.
Procedure
Refer to your workflow system administrator.
Also ERMS Log erros are below
Check Automatic Processing Details
FactBase (from workitem) ***
Actions ***
Returned Container Elements ***
return element:      DOCUMENTID :
FactBase (from service manager) ***
<?xml version="1.0" encoding="utf-16"?>#<parts># <profile>ZSRQMROUTING</profile
># <system># <services>#   <CL_CRM_ERMS_PARAMS_SVC/>#   <CL_CRM_ERMS_RULE_EXEC/
># </services># </system>#</parts>#
Log ***
log:    Invoking service class CL_CRM_ERMS_PARAMS_SVC
log:    ..execution time (CL_CRM_ERMS_PARAMS_SVC):0.0000440
log:    Invoking service class CL_CRM_ERMS_ADD2FB_DOCUMENT
log:    Exception in method execute(CL_CRM_ERMS_SERVICE_MANAGER) : Service CL_CRM_ERMS_A
log:    DD2FB_DOCUMENT failed. Cannot read email at: CL_CRM_ERMS_ADD2FB_DOCUMENT===CP :
log:    CL_CRM_ERMS_ADD2FB_DOCUMENT===CM001 : 33
log:    Invoking service class CL_CRM_ERMS_RULE_EXEC
log:    Processing policy ZSTC
log:    Reading policy:ZSTC, context:ERMS, variant:4E3BE28FBDFF0A60E1008000AC103D71
log:    Processing rule container STC Routing ( 4E42909B1F170A60E1008000AC103D71 )
log:    Processing rule STC Email Routing ( 4E42909C1F170A60E1008000AC103D71 )
log:    Uncompiled Rule: <?xml version="1.0"?><if><logicalOperator>OR</logicalOperator><
log:    conditions/></if>
log:    Compiled Rule: <or></or>
log:    Rule evaluates to FALSE
log:    ..execution time (CL_CRM_ERMS_RULE_EXEC):0.0043740
Procedure for System Administration
Also check the binding between the task container and the method container.
Please assit on this issue.
Thanks,
Shan
Edited by: Shanmuga sundaram Balakrishnan on Aug 11, 2011 12:27 PM

Hi Pieter,
Thanks. But my rule policy is simple as stated below.
If
E-Mail orginal recipient contain "contactusatabc.com"
Then
Route EMail ( Organizational Object = Assistant Manager/Executvie ) and
Create Service Request ( Process type = ZR )
Service manager profile ZSRQMROUTING is created and assigned with below services.
1     SVC_PARAMS
5     FG_WEBFORM
7     FG_EMAIL
10     UT_WORKITEMTEXT
50     RE_RULE_EXEC
70     AH_DEF_ROUTING
800     UT_ERMS_REPLICAT
And RE_RULE_EXEC assigned with
DEF_ROUTING     O:50000008
LOG_LEVEL     0
POLICY     ZSTC
Whenever a mail sent from SBWP, recipient as contactusatabc.com" and receiver type is Business Object.
After mail has been sent and ERMS processing log shows sender id as blank ( even my user id maintianed email address in SU01) in tcode CRM_ERMS_LOGGING
compiled Rule: <or><not_contain case="" multivalue=""> <xpath provider="CL_CRM_E
RMS_ADD2FB_DOCUMENT" accessor=""><constant value="/parts/SENDER_ADDRESS/text()"/
</xpath> <constant value="abcatannon.com"/></not_contain></or>
path address:/parts/SENDER_ADDRESS/text()
Kindly advise me incase of any missing configuration.
Thanks
Shan

Information required on ERMS in CRM 5.0

Hi all,
I'm creating a demo on ERMS. I've done the configuration as said in How to Guide - ERMS system. Now I would like to know if we can trigger the ERMS1 workflow or test ERMS sending mail from one user to another in SAP system itself without any external mailing system.
Kindly let me know if this is possible and if yes let me know procedure for acheiving the same.
Cheers,
Prashanth

hi
yeah you can send the mail internally to SAP inbox of any user
go to SO28
there you maintain the user group and inside you mentioneERMS1 as the profile
when you maintain the users in your group
then you will be able to do so
best regards
ashish

ERMS : Send mail on saving Sales Order

HI,
How can we send mail through ERMS on saving the Sales Order. I know about ERMS...All setting are done but i don't know on which event this will get trigger. i have maintained the following rule :
If
ICWC_Order:type Equals Home 'ZXX'
Then
Forward eMil To ( Forward To = "abc@abclcom"; Forward From = acb@acbcom )
I know we can call this action in IC webclient through ESCALATION button. But how we can call this action on SAVE ORDER.
Please Help...
Regards,
Ankush

Hi Ankush
You can also achieve the same results using actions.
Here are some details how it works:
1. Action profile which triggers an email on Order save. Assign the action profile to Transaction
2. Smartform to put data email
3. Forward To address can picked up from Partners
4. From address can be setup in SCOT
Hope this helps
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ERMS: Creation of Interaction Record and Service Ticket

Hi All,
I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
I have created rule for creating Interaction Record and Service ticket. However, Interaction Record and Service ticket are not getting generated. Also, I am not able to receive external emails (yahoo, gmail etc..) into SAPconnect.
Any input on these issues is appreciated.
Thanks & regards.

Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
I am not sure, whether you still face this issue ?
Thanks & Best Regards,
Vinod
Edited by: Vinod C on Mar 25, 2009 3:38 PM

Risk Analysis Failing in ERM 5.3

Hi All -
I would appreciate some assistance with pin-pointing an issue that I'm having with running Risk Analysis on roles in ERM. Currently I have RAR configured with the appropriate rule set and generating the expected risk/sod conflicts for users & roles. I have also added the appropriate Web Service Info. in th Misc section under the configuration tab (url, user, pwd) for all sections associate with RAR integration.
Now when I run a risk analysis on a particular role in RAR i get the correct conflicts however when I get the Risk Analysis stage with ERM I receive the following Error:
Risk analysis failed; Cannot assign NULL to host variable 5. setNull() can only be used if the corresponding column is nullable. The statement is "INSERT INTO VT_RE_RSK_OBJRULES (OBJCODE, OBJDESC, OBJFLDCODE, OBJFLDDESC, VALFRMID, VALTOID, COND, RSKVIOLID) VALUES(?, ?, ?, ?, ?, ?, ?, ?)".
I also get this error when trying to run Mass Maintenance --> Risk Analysis:
Risk anaysis for role "XX:XXXXX" failed
Before I was getting error: "Risk Analysis performed successfully; No Risk Found" so I referenced SAP Note 1265964 and applied all solution steps.
Lastly here is the error log:
2010-01-14 14:59:28,768 [SAPEngine_Application_Thread[impl:3]_31] ERROR com.virsa.re.role.actions.RiskAnalysisAction
java.lang.Throwable: Cannot assign NULL to host variable 5. setNull() can only be used if the corresponding column is nullable. The statement is "INSERT INTO VT_RE_RSK_OBJRULES (OBJCODE, OBJDESC, OBJFLDCODE, OBJFLDDESC, VALFRMID, VALTOID, COND, RSKVIOLID) VALUES(?, ?, ?, ?, ?, ?, ?, ?)".
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     at com.virsa.re.bo.impl.RiskAnalysisBO.performRiskAnalysisOnSystem(RiskAnalysisBO.java:214)
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Any help would be greatly appreciate it - Thanks in Advance!

GOing to repost

ERMS in CRM 7.0 version

Hello Friends!
Can anyone tell me if there is any diference or upgrade in ERMS feature in CRM 7.0?
Anyone implemmented this feature already in this new version?
Where can I find some documents about it??
Best Regards,
Nivea

Hello,
There exixt around 20-25 Steps in case of customisation of ERMS fucntionality.
This is used in IC Webclient funciton.
Let me know what is the issue and where you are encountering the challenge
Best Regards,
Sathyadev.;

Role created in ERM is not appearing in CUP request for assignment-GRC 10.0

Hi,
We are on GRC 10.0 - SP5
We have created a role in ERM and it was succesfully created in backend system. However when we tried to assign the same role using CUP request - the role is not appearing.
1) Do we need to upload roles for CUP in GRC 10.0 (similar to 5.3) to populate. Will the role doesnot automatically appears in GRC database for CUP as it is created through ERM?
2) If the roles are imported in ERM with role owner information, does the same reflects for CUP also for role owner approver assignments?
Thanks and Best Regards,
Srihari.K

Hi Sri,
Is the role status set to "production" ??
Cheers,
Diego.

CRM 6.0 ERMS OLTP Report set up

Has anyone used the CRM ERMS OLTP reports available? Appreciate any comments or advice for set up based on our simple scenario for processing email. We are on CRM 2007(s) Version 6.0 and at Support Pack Level 5
Our CRM ERMS system is configured to use the SAP SAPconnect Interface and store all emails in the tables of the SAP CRM System. Every incoming email is routed to the 311 Agent Inbox, where agents have access to all incoming emails. Each OPEN incoming email in our system is processed by an agent and once interacted with are set to status COMPLETE. We do not have any additional business rules defined for automated email processing based on content.
John Burtonu2019s book u201CMaximizing Your SAP CRM Interaction Centreu201D describes E-mail reports that can work with our configuration of ERMS using SAPconnect and Agent Inbox for email processing.
In Section 7.1.3 the Note on page 232, it is stated that for our current version (6.0), several CRM-based reports, known as CRM interactive reports, are available. The reports are online transaction processing (OLTP) and the data is retrieved directly from the CRM system.
In Section 7.5.3 E-Mail Reports on page 258, there is mention of a report called Average Handling Time (the actual amount of time where an agent was actively processing the email) that our Contact Centre would like to use. We would like to start with the standard delivered report but when we (using IC Administrator access) click on the link there is no report available. Any advice appreciated for set up or required authorization.
More Info: Agent Processing of Email & Related BI Reporting we have available
All of our available BI reports are based on Service Ticket information.
Agents interact with the emails, processing replies by creating a correctly coded Service Ticket to wrap each e-mail. The Service Ticket and associated contact account record act like a wrapper, containing both incoming and outgoing emails in the business context. This allows the correct Organization ID and categorization to be associated to each email interaction via the Service Ticket. Service tickets created when interacting with email are of interaction type u201CINTu201D.
This is consistent with the manner we drive out Organization and Categorization for our Service Tickets created by telephone calls which are of interaction type u201C202u201D. These Service Ticket interaction types and statistical information is reportable via the SAP BI 311 reports. We can tell the volume of Service Tickets created via interacting with email versus the volume created by telephone contact. We do not have telephony integration with our CRM system at this time. We do not have any email record data being transferred to BI at this time.
Edited by: Donna Jackson on Jan 24, 2010 6:16 PM

Hi Donna,
How did you solve this issue? We would also like to report on emails but we are using Interactive Reporting and have no integration with BI. So I wonder if those reports are also possible to use via Interactive Reporting. I do not see any proper OLTP Data Source....
I would be very grateful for advise.
Thanks and best regards,
Joasia

Best Practice of using ERM (Role Expert) in Landscape

Hello,
Can anyone tell me what is the best practice (choice) of using ERM in the SAP landscape?
1. Creating a role in DEV system using ERM and using SAP standard transport process to transport role to QAS and PRD systems.
OR
2. Creating a role in all systems in ladscape (DEV, QAS and PRD).
Please share if you have any best practice implementation scenarios.
Appreciate for the help.
Thanks
Harry.

Harry,
The best practice is to follow Option 1. You should never directly create a role in Prod system. This is what SAP recommends as well.
Alpesh

Error in GRC AC 5.3--ERM-mshost missing

Dears,
We are using SAP GRC 5.3 on AIX,Oracle 10g.
In Enterprise Role Management,We are facing one issue:
We created a role,Now we try to change it and try to add new tcode by option searching tcodes in Available system it shows error:
"mshost missing"
Please suggest,Where I need to maintain this setting.
Regards,
Shivam
Edited by: Shivam Mittal on Nov 17, 2009 4:38 PM

Hi Shivam,
In the ERM>>COnfiguration>>system....have you maintained the MS server name???
If NOt please maintain....
Check for the test connection..
Regards
Gangadhar

Function Tab is missing under Authorization Data in ERM

Hi,
After Uploading roles to the ERM, the functions tab under authorization data is missing.
In the QA the same role has all 4 tabs (including the functions tab)
I've made sure that the "This option allows you to add a function to an authorization" is set to "yes".
Can anyone tell me why is that?
Thank you,
Drorit

Hi,
Ensure that the user ID you are using has sufficient authorization (Eg: Actions: view authorization data etc...).
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Rama

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