CRM ERMS workbench & Agent inbox status difference

Hi,
Due to the fact the ERMS Workbench doesn't allow to update all received e-mails. Therefore we created a Z-program where we used the function module CRM_ERMS_RPT_EVENT_HANDLER to update the status field in tabel CRMD_ERMS_HEADER.
If we use the program then the status is updated from e.g. open to complete in the ERMS workbench but in the Agent inbox search the status is not updated.
Is there another function module for this? How can we make it work so that we don't have any inconsistencies anymore?
Many thanks for the help.
Kind Regards,
Christoph

Hi,
I don't see why I should create a new profile and use the rule modeler for finding a solution. Let me explain my problem again.
We use the standard function module CRM_ERMS_RPT_EVENT_HANDLER to update the status of the e-mail to the status 'closed'.
This works so if we run the report the e-mails disappear from the ERMS Workbench. E-mail status is changed from 'open' to 'closed'
But if I go to the inbox of the IC and search for the same e-mail then I notice that the status is still 'open'.
So everything for the ERMS workbech is ok, only the agnet inbox status is not changed.
There must be another way then using a rule modeler for this.
Many thanks for the help.
Kind Regards,
Christoph

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We have around 20 inbox statuses mapped to different tranaction type and status profile. Now when we can see many other irrelavent inbox statuses when searching for the transactions in the agent inbox.
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[CRM ERMS workbench & Agent inbox status difference;
although the answer provided does not really solve the problem.
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What’s your account type using in Outlook? IMAP account or Exchange account?
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Additionally, if you are using IMAP account, we can also refer to the following article for more IMAP Syncing issue troubleshooting:
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Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please
make sure that you completely understand the risk before retrieving any suggestions from the above link.
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Winnie Liang
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CRM ERMS workbench & Agent inbox status difference

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