Doubt about Agent Inbox with ERMS and NON-ERMS

Hi All.
We have configured both ERMS and NON-ERMS email receiving (to make some tests) and we verify that only the workitem generated by the NON-ERMS workflow (WS14000164) is shown in the IC Web Client Inbox. The workitem generated by the ERMS workflow (WS00200001) is shown only in the SBWP transaction. Is this right???
We believe that our agent inbox configurations are correct, because it is working fine for NON-ERMS emails.
There is some trick to make the generated ERMS workitens be shown in the IC Web Client Inbox?
Thanks in advance!!!

Hi Julio,
You will NOT be able to get the workitems created by the standard ERMS wokflow (WS00200001) into your inbox, because SAP's assumption is that ERMS precisely replaces manual inbox assignment work by some automation (Response Management).
Even if you add the ERMS task 207914 in transaction CRMC_IC_AUICOMM, this configuration will be made inactive by the workitem search-engine. You can observe this in method CL_CRM_IC_AUI_WI->IF_GENIL_SO_HANDLER~GET_LIST, around line 210:
read table lt_wflows with key object = co_erms_email_task into ls_wflows.
if ls_wflows is not initial.
delete table lt_wflows with table key object = co_erms_email_task.
endif.
If you still want to see ERMS WIs in your inbox, make a copy of WF WS00200001; in copy, replace task 207914 with your own one, that you add in trx CRMC_IC_AUICOMM. Deactivate triggering event of WF WS00200001; activate triggering event of your own one. No changes in SO28 necessary.
But you may then think about what should happen when one wants to postprocess an ERMS WI displayed in inbox; because some ERMS processing may already have taken place: incoming e-mail may already have been linked automatically to an existing service ticket. You should then support easy navigation to that ticket, and forbid e-mail is linked again manually.
Hope this makes topic clearer
Kind regards
Walter

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NAME USED AVAIL REFER MOUNTPOINT
rpool 16.6G 257G 106K /rpool
rpool/ROOT 4.47G 257G 31K legacy
rpool/ROOT/s10s_u10wos_17b 4.34G 257G 4.23G /
rpool/ROOT/s10s_u10wos_17b@patch20130408 3.12M - 4.23G -
rpool/ROOT/s10s_u10wos_17b/var 113M 257G 112M /var
rpool/ROOT/s10s_u10wos_17b/var@patch20130408 864K - 110M -
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rpool/ROOT/patch20130408/var 26.0M 257G 118M /.alt.patch20130408/var
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rpool/export/home 31K 257G 31K /export/home
rpool/h 2.27G 257G 2.27G /h
rpool/security1 28.4M 257G 28.4M /security1
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tank 12.9G 261G 31K /tank
tank/swap 8.25G 261G 8.00G -
tank/zones 4.69G 261G 36K /zones
tank/zones/DB 1.30G 261G 1.30G /zones/DB
tank/zones/DB@patch20130408 1.75M - 1.30G -
tank/zones/DB-patch20130408 22.3M 261G 1.30G /.alt.patch20130408/zones/DB-patch20130408
tank/zones/APP 3.34G 261G 3.34G /zones/APP
tank/zones/APP@patch20130408 2.39M - 3.34G -
tank/zones/APP-patch20130408 27.3M 261G 3.33G /.alt.patch20130408/zones/APP-patch20130408

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muttleychess wrote:
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SY.

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