ERMS Auto Acknowledgement.

Hi Folks,
We have a requirment like when the customer sends an e-mail to CRM, automatically it needs to create a service ticket and send the serivce ticket no as an acknowledgement to the customer.
Using ERMS we are able to create service ticket for the incoming e-mail but customer id field is getting blank(even though e-mail id is maintianed in the customer master) moreover customer id is populating in Employee responsible field and we are unable to get the service ticket number in auto acknowledgement.
Please sugget..
Thanks in Advance...
Sreedhar.

Check the partner functions related to the Service Ticket and the Partner Determination Procedure for this.
For the Service Ticket Number to be sent in the auto acknowledgement e-mail, have you maintained a Mail Form with the Sevice Ticket Attribute (which should automatically use the Service Ticket Number)? You can also have tracking texts functionality embedded to automatically tie up all inbound/outbound e-mails to that particualr service ticket.
Regards,
Kalyan

Similar Messages

CRM 6.0 ERMS auto acknowledge rules for exception not working

I have set up a number of exceptions in our Send Auto Acknowledgement rule but the exceptions are never caught.
An auto acknowledge email is sent in response to emails containing the text defined in the rule for Subject or Sender
I have been unable to find anything regarding what text or format is acceptable - are spaces allowed. Even my test for English failed and I received a auto acknowledgment to my Japanese email....
Any ideas?
If
E-Mail Subject Does Not Contain "undeliverable" or
E-Mail Subject Does Not Contain "E-mail past processing deadline" or
E-Mail Subject Does Not Contain "Out of Office" or
E-Mail Subject Does Not Contain "Delivery Status Notification" or
E-Mail Sender Does Not Contain "postmaster" or
E-Mail Sender Does Not Contain "mailer-daemon" or
E-Mail Sender Does Not Contain "microsoftexchange" or
E-Mail Sender Does Not Contain "ironport" or
E-Mail Sender Does Not Contain "311" or
E-Mail Language Is Not Equal To English or
E-Mail Subject Does Not Contain "Delivery failure notification" or
Then
Send Auto Acknowledgement ( Mail Form = 311 Auto Reply; Outgoing E-Mail Address = "defined email address had to be removed"; Create Interaction Record = No; Create Service Order = No )

Donna,
I really think the issue is the "or" operator should be "and". When using DOES NOT CONTAIN you need "and" for all condition checks.
There is a select "All/Match Any" on the Conditions Menu that is used to toggle the Match "and" or "or".
Hope this solves your problem.
Donna O'Neill

ERMS : Auto Acknowledgement Mail , Subject and Mail Body is empty

Hi Guys ,
We have set up an auto acknowledgement mail scenario . Acknowledgement mail is triggered , but the subject line and mail content are empty.
We are using email forms here .
If anyone has faced the same challenge , please let me know .
Thanks
Vinayak

Hello,
Hard to say. Mail forms are language dependant. Did you check that your mail form is maintained in the language used to generate the email (it is based on the user generating the email I believe) ?
Best regards,
Sylvain

ERMS Auto Acknowledgement mail Issue .

Hi Guys ,
We have set up an auto acknowledgement mail scenario . Acknowledgement mail is triggered , but the subject line and mail content are empty.
We are using email forms here .
If anyone has faced the same challenge , please let me know .
Thanks
Vinayak

Hi Vaibhav,
Can you please check the following things?
1. Mail Content in SOST.
2. Whether Attributes of Mail Forms and Context is maintained.
3.Translations of the Mail Form.
Regards.
Deepak Ramchandran

Auto Acknowledgement ERMS Conditions

Hello
Does anyone have a good set of conditions for their ERMS Send Auto Acknowledgement Rule that they would like to share.
i am about to turn this on and I am keen to avoid any email loops by trying to restrict to one response to an address per hour or something along thoes lines.
Many thanks in advance for any responses
Derek

Hi Vaibhav,
Can you please check the following things?
1. Mail Content in SOST.
2. Whether Attributes of Mail Forms and Context is maintained.
3.Translations of the Mail Form.
Regards.
Deepak Ramchandran

Guranteed messaging and auto acknowledgement

I have a webservice sending messages to a Topic on the WL server instance. The webservice recieves XML messages from an external system. The mesage after being recieved is send to the different consumers. How willl I implement auto message reciept acknowledgement to be send by the MoM to the webservices.
Secondly the messages are consumed by various consumers. I want to implement Guaranteed messaging. Should I just redirect all the faulty messages in a queue. Any example and documentation on how to do is highly appreciated as per best practice.
Regards
Thomas

Hi Daryl,
I would like to acknowledge the alarms after every
notification automatically.
Base on the user guide, all i need to do is to choose
the alarm tab and configure it to "clear" in the
event of any alarms.First of all, are you sure you want to do this? The end effect would be your SunMC Console would show no coloured alarms... because you ack'd them all. I guess that may be OK if you've already made sure to send out some sort of notification.
However, when i tried to change the action to "clear"
instead of email or script, I can't seem to save my
configuration changes."Clear" in that context isn't an action, it's just a way to remove any email or script actions you've configured. i.e if you were using a script action but decided you didn't want to any more, you'd click clear to remove it.
You can set up universal auto-acknowledge like that in EventAction (http://www.halcyoninc.com/products/EventAction/index.php)
You would setup a script action:
http://www.halcyoninc.com/products/EventAction/help/HALEventAction-add-action-info-script.gif
...that for all alarms instantly calls a script to ack them:
http://www.halcyoninc.com/products/EventAction/help/HALEventAction-remote-acknowledging-h.html
In this case you're just using the remote ack feature locally on the SunMC Server. If you're already forwarding the SunMC alarms someplace else (like another product : Tivoli / Netcool / OpenView / Patrol / [insert_open_source_app_here] etc) then you may as well just use the remote ack feature as intended. So for example if you ack an alarm in Netcool, that ack goes backwards into SunMC and clears it there as well.
I'm getting ahead of myself: I'm not sure what you want to do yet :)
Regards,
[email protected]
http://www.HalcyonInc.com

Auto-Acknowledgement of Alarms

Hi,
I have installed SunMC 3.5.1b in my server.
I would like to acknowledge the alarms after every notification automatically.
Base on the user guide, all i need to do is to choose the alarm tab and configure it to "clear" in the event of any alarms.
However, when i tried to change the action to "clear" instead of email or script, I can't seem to save my configuration changes.
Therefore, I tried to change the action to "email" and saved it. It works ok for "email" but not for "clear".
What is going on?
How can i achieve my auto-acknowledgement?
Any help would be appreciated.
Thanks in advance
regards
Daryl

Hi Daryl,
I would like to acknowledge the alarms after every
notification automatically.
Base on the user guide, all i need to do is to choose
the alarm tab and configure it to "clear" in the
event of any alarms.First of all, are you sure you want to do this? The end effect would be your SunMC Console would show no coloured alarms... because you ack'd them all. I guess that may be OK if you've already made sure to send out some sort of notification.
However, when i tried to change the action to "clear"
instead of email or script, I can't seem to save my
configuration changes."Clear" in that context isn't an action, it's just a way to remove any email or script actions you've configured. i.e if you were using a script action but decided you didn't want to any more, you'd click clear to remove it.
You can set up universal auto-acknowledge like that in EventAction (http://www.halcyoninc.com/products/EventAction/index.php)
You would setup a script action:
http://www.halcyoninc.com/products/EventAction/help/HALEventAction-add-action-info-script.gif
...that for all alarms instantly calls a script to ack them:
http://www.halcyoninc.com/products/EventAction/help/HALEventAction-remote-acknowledging-h.html
In this case you're just using the remote ack feature locally on the SunMC Server. If you're already forwarding the SunMC alarms someplace else (like another product : Tivoli / Netcool / OpenView / Patrol / [insert_open_source_app_here] etc) then you may as well just use the remote ack feature as intended. So for example if you ack an alarm in Netcool, that ack goes backwards into SunMC and clears it there as well.
I'm getting ahead of myself: I'm not sure what you want to do yet :)
Regards,
[email protected]
http://www.HalcyonInc.com

Tibco Remote Jms Provider - Auto-acknowledge

Hi,
We have setup Weblogic 8.1.6 with Tibco EMS 4.2 as remote JMS provider.
It works, and we have configured an MDB as below:
-ejb-jar-
<message-driven>
<display-name>Order receiver MDB</display-name>
<ejb-name>OrderMDB</ejb-name>
<ejb-class>com.company.OrderMDB</ejb-class>
<transaction-type>Container</transaction-type>
<acknowledge-mode>Auto-acknowledge</acknowledge-mode>
<message-driven-destination>
<destination-type>javax.jms.Queue</destination-type>
</message-driven-destination>
And the question: We are receiving this in our weblogic log ( two minute intervalls ) and is is NOT application logging. What is it?
2008-08-26 08:39:32 [5816236 TIBCO EMS TCPLink Reader (2856200)] [TIBCO EMS]: received msg from daemon conn=2856200 seqi
d=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
2008-08-26 08:39:32 [-488738086 ExecuteThread: '3' for queue: 'weblogic.kernel.System'] [TIBCO EMS]: send qsndr=1274771
msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442 dlvmode=1 pri=5 ttl=240000 sess=3736118
2008-08-26 08:39:32 [5816236 TIBCO EMS TCPLink Reader (2856200)] [TIBCO EMS]: post msg to session sess=3736020 cons=2737
945 seqid=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
2008-08-26 08:39:32 [9425697 TIBCO EMS Session Dispatcher (3736020)] [TIBCO EMS]: before onMessage sess=3736020 cons=273
7945 seqid=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
/ Peter

Hi,
We have setup Weblogic 8.1.6 with Tibco EMS 4.2 as remote JMS provider.
It works, and we have configured an MDB as below:
-ejb-jar-
<message-driven>
<display-name>Order receiver MDB</display-name>
<ejb-name>OrderMDB</ejb-name>
<ejb-class>com.company.OrderMDB</ejb-class>
<transaction-type>Container</transaction-type>
<acknowledge-mode>Auto-acknowledge</acknowledge-mode>
<message-driven-destination>
<destination-type>javax.jms.Queue</destination-type>
</message-driven-destination>
And the question: We are receiving this in our weblogic log ( two minute intervalls ) and is is NOT application logging. What is it?
2008-08-26 08:39:32 [5816236 TIBCO EMS TCPLink Reader (2856200)] [TIBCO EMS]: received msg from daemon conn=2856200 seqi
d=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
2008-08-26 08:39:32 [-488738086 ExecuteThread: '3' for queue: 'weblogic.kernel.System'] [TIBCO EMS]: send qsndr=1274771
msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442 dlvmode=1 pri=5 ttl=240000 sess=3736118
2008-08-26 08:39:32 [5816236 TIBCO EMS TCPLink Reader (2856200)] [TIBCO EMS]: post msg to session sess=3736020 cons=2737
945 seqid=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
2008-08-26 08:39:32 [9425697 TIBCO EMS Session Dispatcher (3736020)] [TIBCO EMS]: before onMessage sess=3736020 cons=273
7945 seqid=14151393 msgid=ID:EMS_SIPLA01-02T_TSS_TST.427647BDB7AF390236:442
/ Peter

ERMS auto response mail

auto response email template is not picked up from categorization schema, but from rule for the auto response in ruile modeler.
i have prepared a rule for auto response in rule modeler where i have set condition as top scoring category equals the value "ERMS auto response" then action as email form, outgoing email , categorization schema, inline has been set.
the value in rule modeler "ERMS auto response" is category in category modeler where i have assigned the email template for this category.
problem: when i sent an email from outlook, system sends the auto response mail but email template is selected from rule modoler. it is not selected from categorization schema. however, when i see the email log in CRM_ERMS_LOGGING, i didn't find any problem adn fact gathering services CL_CRM_ERMS_ADD2FB_CA is envoking correctly and system reading the path value as my categorization schema adn category.
rule evaluated to true
Please help
Thanks
Suryamani

Mail.app is an email client not a server. it needs to be aware of an email to do anything with it. for that it has to pull that email from the server and it can't do anything otherwise. same goes for any other email client. some servers do allow server side rules but you would have to check if your does. it wouldn't have anything to do with the email client (such as Mail.app) you are using.

CSCsm59956 - Auto-acknowledgements are not sent after three emails.

Hello,
In CSCsm59956 there is mentioned a configuration file where a variable can be configured to increase the maximum email count from same sender with same subject for acknowledgements to be sent:
"/Services/script/macros, find the file ScriptLibrary.js.
2. In the function "CheckAutoResponseLoop()" find the following variable:
var MAX_MAILS_FOR_LOOP = 3; "
but I can't find it in version EIM version 4.4.
Does anyone know where this setting can be configured and what is the time interval for loop detection?
Thanks!

So for others who are also looking for the Loop detection settings:
In version 4.4 (also in 4.3) this setting is renamed to Auto response and is configurable via web interface under:
Administration -> Partition -> Settings -> Partition.
The required atributes are under "Workflow engine" subtype:
- Auto response number (default: 3, min- 3, max 10)
- Auto response time (default:1440 minutes, min 360 minutes, max 1440 minuters)

Redelivery in Auto Acknowledge Mode

Hi all,
On reading the JMS spec I found the following text
�AUTO_ACKNOWLEDGE - With this option, the session automatically acknowledges a client�s receipt of a message when it has either successfully returned from a call to receive or the MessageListener it has called to process the message successfully returns.�
I take this to mean if the call to process the message returns unsuccessfully i.e. by throwing a runtime exception. Then it will redeliver the message. It works fine in Weblogic 5.1. I was wondering if this is the correct way to do this or is there another proper way to do this?
Cheers,
Ben.

According to the spec, throwing a RuntimeException marks the client as errorneous. It might be that the provider disables the client or the client's session. At least this is what SwiftMQ does, for example. So if you throw a RuntimeException, the message is redelivered but not to the client which throwed the exception because it's disabled. However, this depends how the provider implements it.
If you want clean redelivery, I recommend to use client ack or transacted sessions.
-- Andreas

ERMS: Issue with setting up charset

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

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.

Outbound mail using ERMS

Hi,
I need some inputs on configuring a outbound mail based on rule modeler & category schema using same ERMS functionality but without any incoming mails.
Can anyone suggest any relevant tables for triggering outbound mails for a business object in dialog mode as I checked the tables - CRMD_ERMS_HEADER and CRMD_ERMS_STEP for inbound mails but was not successful in enhancing it.
Thanks & Regards,
Shiva

Hi Shiva,
If you need to send outbound emails based on incoming Email like auto acknowledgement you need to define the autoacknowledge action for the same in the service manager profile.
In case you need to prepare only outbound email response draft , please auto prepare action for same.
Regards,
Pratyasha Shishodia
Edited by: Pratyasha Shishodia on Aug 11, 2009 2:49 PM

Auto Create service order from incoming email

Hi,
We have a requirement that we want to create service order with a default transaction type automatically from an incoming email. Also we want to route this service order to a specific service group on creation an above.
How can we handle this? I know we can create a rule policy with an action to auto create a service order. My question is how do we set up that this service order is of a particular transaction type and has the default routing to the specific service group..
Thanks
Dan

Hello Dan,
You can specify the transaction type (for ERMS auto-created Service Orders/Tickets) via IMG configuration. In transaction CRMC_ERMS_SM_PROF you select the DEFAULT service manager profile and open the folder "Indirectly Called Services". Then you can specify the transaction type for each of the relevant service IDs: AH_CREATE_SO and AH_CREATE_SR.
Best regards,
John

Removing acknowledgment after commit.

Hi. I am trying to run a program which has several commit commands in every data block. In this case, i have to acknowledge everytime it performs the commit. How do i remove this part? Is it possible to auto acknowledge some of my commit commands? Thanks in advance.

Setting message_level to 5 temporarily will prevent those messages. But it is not a good idea to set the level above 0, because lots of other helpful messages disappear, too. You can and should intercept all the messages you want to override in your on-error trigger. See the sample On-Error trigger below.
Now, it isn't very good programming practice to have lots of commits in a form. When you issue a commit, lots of automatic processing runs in the form -- validation and SQL updates to the database. Why can't you just run all your processing, and then do a single commit at the end?
DECLARE
Err_Code NUMBER(5)     := ERROR_CODE;
Msg     VARCHAR2(150)
          := SUBSTR('   '||ERROR_TYPE||'-'||TO_CHAR(Err_Code)||': '
                                     ||ERROR_TEXT,1,150);
BEGIN
IF Err_Code=40400 THEN -- changes applied and saved
      null; -- suppress the message
ELSIF Err_Code in
    Message(MSG);
    Raise Form_Trigger_Failure;
END IF;
END;
If ErrCode = 40400 then
    null;
Elsif Err_Code IN (40401,40405,     --No changes to save/apply
                  40100,40352) THEN --at first/last record
    Message(MSG,No_Acknowledge); -- Don't raise Form_Trigger_Failure
Else
    Message(msg);
    Raise form_trigger_failure;
End if;
END;

ERMS Auto Acknowledgement.

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