ERMS: Issue with setting up charset

Question

Hi Experts,
We are using CRM 6.0 ERMS to send out emails to customers. Based on the Setting in transaction SCOT all the out going emails are sent with UTF-8 charset (Code Page: 4110). Today Japanu2019s internet mail standard is ISO-2022-JP, and most of mail applications have an option to encode outgoing message to JIS. However, all outgoing message from ERMS are UTF-8 (Unicode) without capability to encode other character code. This will result in Japanese mail message broken in most of webmail clients in Japan such as MSN Hotmail.
Has anyone faced this issue before. Can we achieve the funtionality wherein Japanese Code page gets selected based on the customers BP language?
Regards,
Namita

Answer 1

The language for the outgoing ERMS email is determined first by content analysis by TREX (some customers may choose not to set up TREX).   If this determination fails the language of the BP is taken into account . If the BP determination fails, the system language of the WF-BATCH user is taken .
   From the logic above if the Content Analysis succeeds the Japanese language is set for the email.
   We can check the Clasification/Trex setup to make sure that for an email received in Japanese for example the language is recognized.
As an example you can test/debug by following the steps below
1   Send an email in Japanese that will trigger auto acknowledge (need to create a mailform with Japanese text to use in auto acknowledge) .
2   In swi1 look for the background task id corresponding to the ERMS mail
3   Set a breakpoint in class CL_CRM_ERMS_ADD2FB_CA method
     IF_CRM_ERMS_SERVICE~EXECUTE line 77
    IF error_code <> 0.
    CONCATENATE 'TREX error:'(001) error_text '[' 'error code = ' msg
    ']' INTO msg.
    RAISE EXCEPTION TYPE cx_crm_erms_service_failed
If error returned is not 0 means that either there is a problem with TREX or it just could not decide based on the content. However normally it should recognize the language. (Watch variable xml_chunk - at the end
of the XML there is a language tag that should have some value 'DE'
'EN' etc)
4  Run program CRM_ERMS_LOGGING. For workitem id enter the id of the
background task from step 2
5. The program stops at the breakpoint mentioned above.
6. Also note that if the language is detected correctly you need also the mail form that is used to be translated in that language ( Japanese ).
The language of the email overwrites the SXCPSEND entry (language to codepage mapping)
To sumarize:
1. Check if clasification/bp detects the language
2. Mailform is translated in Japanese
3. Mapping for codepage is maintained in SapConnect (SXCPSEND language to codepage mapping)
  I hope these steps will help the investigation.