External mails in Agent Inbox
Hi,
We are implementing ERMS in our company. We made settings in SMTP, default domain and System User. But, the external mails are still not being received in Agent Inbox.
Can somebody guide me on prerequisites for receiving external mails into CRM System?
A timely reply would be highly appreciated.
Thanks,
Vivek
Hi Vivek
Please refer to SAP Note 882653, the document included in this note is extremely useful for what you're configuring.
In addition to this locate the ERMS How to documents (by John Burton) from the SAP Service Marketplace alias CRM-INST, these documents are also very useful.
Regards
Arden
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Serch by Mail in Agent Inbox and save draft mail.
Hi gurus,
I have two questions:
1- In the ICWC, I send a mail.
Then when I go to the Agent Inbox, the search by mail doesnu2019t work.
However, if I search by service ticket or interaction record I can find the mail in the hierarchy tree, but it is not a suitable solution because I am not able to know if there is, or not, a mail.
2- When I am sending a mail, always in ICWC, sometimes I save a draft first.
Where recovery this draft?
Best regards
VirginiaHi Virginia
1 - Firstly Email Objects are not Transaction Objects so they are managed slightly differently
Only Incoming emails are searchable in the Agent Inbox
2- The Draft Email can be located against the relevant Interaction Record or Service Ticket it was created for. It should be visible in the activity clipboard for example.
Just in case, you should not be creating draft emails for a customer which has not been confirmed yet.
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Arden -
Hi,
Can one explain me How To send mail to SAP Inbox through externall mail id like abc( at )y a hoo.com to SAP inbox ETC,
IF POSSIBLE PLEASE EXPLAIN in detail. . .
THANKS & REGARDS
Priyanka M JainHi .
Try this it might help you
https://wiki.sdn.sap.com/wiki/display/Basis/SAP%20to%20send%20external%20mails
Re: Unable to send mails from SCOT -
ERMS: Inbound mails are not displaying in Agent inbox from IC web
Hi Experts,
We are implementing ERMS solution.. in CRM 2007 system. I am not able find the inbound mails in Agent inbox. I have done the below settings..
1. Mail settings has done by BASIS team and whenever i sent a mail to ( cust@example) from my out look i can see the mail in SCOTT.
2. I have done the inbound distribution for the mail id customer@example to ERMS support2 BOR object
3. I have followed the rest of the steps from "ERMS_How_to_guide " document.Hope all the set up inplace according to the document.
Pleasse provide me some inputs what may be the reason for not displaying the e-mail in Agent inbox from IC web. Thanks
Regards,
Lakshmana.PDear Loy,
I have checked the org unit settings in CRM_ERMS_WF_CUST and its fine. I have checked the E-Mail work bench from IC_Manager role and i could find the mail which i have sent with the status 'In Que'. If i go inside by clicking the hyper link of the mail which is received into the inbox i could find the below mentioned log.....
History
Processing policy DEFAULT
Reading policy:DEFAULT, context:ERMS, variant:DF5E7293EB4DCAF1A06F001CC4A95D40
Processing rule container Default ( DF699C3B335A43F1A06F001CC4A95D40 )
Processing rule ( DF699C3B335A44F1A06F001CC4A95D40 )
Uncompiled Rule: ORDF699BD5A68602F1A06F001CC4A95D40892ED53F41EDBB56E10000000A1550DECONTAINSCompiled Rule: xpath address:/parts/EMAIL/EMAIL_CONTENT/text()
xpath value:invoice test Regards, Laxman ________________________________________________________________________ __________________ A/S, parken 40-42, UK-2750
Rule evaluates to TRUE
action added: ROUTE ( GROUP = S:50000025 ) CREATEIR ( DESCRIPTION = ERMS IR )
BOR: returned from Service Manager
Kindly provide your inputs what may be the reason not to get inbound mails into IC agent inbox. Thanks
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Send mails to Agents from Infotype 105 External mails / SAP Inbox
Hi,
1) Whenever there is a change in the Address the change has to be notified to HR Business partner (HRBP) and Manager (MGR)
a) The mail has to be sent to the Extermail id.
b) OR it has to be sent to the SAPID (Inbox)
2) These mail ID /SAPID will be taken from the INFOTYPE PA0105, where two custom fields will carry this Mail / SAPIDs
3) Sending mail To external mail id is been done using the Function module in the rule (Inside the function module i have written a program which will collect the mail id from PA0105 and send mails)
4) Huv can i send mail to SAPINBOX from there if i have SAPID instread of external mail IDs.
Please help me to solve .
Richard ACheck the Business Object that is relevant to you
ADDRESS Address for sending documents
ADDRESSEMP Employee Address
BUS4001 Addresses of companies and organizations
BUS4002 Address of natural oerson
BUS4003 Address of "Person in company"
After selecting the Business object check which event is getting triggered when you change address. If no event getting triggered try toi configure in SWEHR3
You can take reference of the following Wflow Template
01000015
01000080
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<b>Reward points if useful and close thread if resolved</b> -
Old Mails suddenly started to show in Agent inbox
Hi Experts,
In ICweb client we are using agent inbox, The users can search the emails through status like open, inprocess etc in inbox.
We have recently in Feb 2009 upgraded from CRM 5.0 to CRM 2007, Till recently that just 2 days before also when ever the agent search for the Emails with status open they used to get email which are open after the upgrate(2/14/2009) onwards, Now suddenly from last 2 days when agents searches for the Status open emails the system stated to show up apart from new emails old emails also(which are created before 2/14/2009).
So Please advice why its happened and how can i resolve it.
Regards
TejaHi Arden,
Thanks for your suggestion,
My understanding of this issue is as email were not deleted before upgradation(not sure can we delete email before upgradation) they will show up emails which are in open status irrespective of whether the mails are before upgrade or after.
But the agents claim they never got the emails which are created before upgrade now suddenly started to show up.
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Call Center Agent's Need to See Sent Mails in Their Inbox
Hi Gurus
I am looking for a way to allow the sent mails to be seen and viewed in the Call center agents inbox on the Web UI.
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Let me be clear , in our business Requirement , the client wants to enter once only the G/L Accounts that too at the PReq level Manually at the time of ME51 N...only same should flow till invoicing..
How then it would be possible...?
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Send notification to external mail id when work item reach users inbox
hi all ,
i would like to know wat are all the settings required for sending an external mail when a user recieves a work item. i think it can be done by running the program rswuwfml .but wat are all the settings required to be done before running the program .....
Useful answers will be rewarded.......What the??!!!! I totally missed this before and actually found it quite acidentally....
>Yep true! Totally agree with Kjtetil, it adds to an already noisy forum and I am >afraid if others start aping it will be brought down on level with the XYZ forum. >And we don't want that!
>Anyone volunteering to have the 'M' flag?
Though I cannot comprehend what you are trying to get at or say I will, attempt to set the record straight.
Yes I have said that on another thread. I am not asking for points anywhere, I am happy to receive and happier to solve someone's problem.
The issue with this thread is the author obviously has not bothered to do any investigation. I am not for spoon feeding just for the sake of some points, I am willing to help those who do some bit from their end as well who encounter a genuine stumbling block.
My reference to "reward" was with a bit of sarcasm, if you know what that means. -
Notification Mail in SAP Inbox is not going to External Mail.
Hi
Notification Mail (Simple Mail and not workitem) triggered from workflow are reaching the sap inbox. I need to send this to Outlook also.
In workflow I am using 'send mail' step to and uisng sap userid. With this the mail reaches SAP INbox.
But This doesnot flow to Outlook. Here i am only reffering to mail and not workitem.
I know we need to configure job (RSWUWFML2) to send workitems to outlook. but do we need to do the same for sending simple mail to outlook?
I noticed if we send mail using email id it is flowing to outlook but if the mail is sent using userid from workflow its not flowing.
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As per my understanding... You would be using Mail step to send mail from your workflow, right?
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and If your don't want to use Mail Step in your worklfow, then you can use Mail FM - SO_NEW_DOCUMENT_ATT_SEND_API1 to send the mail... Here you need to pass mail id and the text to it and you can see in SOST.
Hope it is helpful to you.
Thanks & Regards,
Mihir -
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I have a workflow which is Purchase order Recejted.
I copied it and trying to send mail to multiple external mail adresses.
I created an element in workflow container. SOXNA-FULLNAME (Multiline).
I created the mail step. But I want to write a method to get the receipent mail adresses and pass it to this element and again pass element to mail step.
But I'm not sure where to write the method, I mean is it should be a step including a task etc.
Thanks for any helpHello Karri,
I did all the steps you told. Here is the screen shot of workflow;
(The last step is PR Rejected - It is Turkish there)
My question is: What should be the Agents of Get Mail Adresses step ? Because it asks one. I write down the WFINITIATOR as Agent of Get Mail Adresses step but the next step is not triggered until I Execute it in SAP INBOX.
Graphical view of progress is like this;
After I execute it ;
And after this nothing happens, no mail sent to anyone.
I dont want any agent in any step I just want to send mail to the mail adresses I give. Can you help me to fix this ?
Thanks. -
hi all,
I am trying to send enternal workitems to outlook email ids for my workflow tasks.
I am using the report RSWUWFML2 for achieving this. It is working fine. It is sending workitems to external email ids. The only issue is that - IF THERE ARE MULTIPLE AGENTS FOR THE WORKITEM, IT IS SENDING EMAIL ONLY TO ONE AGENT. workitems are sent to multiple agents to their SAP inboxes, but, only one agent is receiving it in OUTLOOK inbox (external mail).
am I doing any mistake here. please suggest me what is to be done to send external mail to all agents.
I am using the report RSWUWFML2 - scheduling a background job - handling the SCOT thing (Start send process).... where is the mistake I am committing? or does it send external mail to only one agent at a time.
ideas and help needed....
thank you in advance.Hi,
I haven't had this problem here with multiple agents. But looking through the program, one suspect rears its head. In the loop through agents I see the following:
If sending only one message for all work items...
if s_opt-one4all = 'X' and l_user_found = 'X'.
Message to this user has already been sent.
continue. " goto loop start
endif.
I wonder if by checking the collective message option you are getting the issue. At another stage Users mentioned in the SAPLOGON_ID are skipped. Could this also be the case.
If not, I'd be creating an OSS message on this one.
Regards
Gareth -
Unable to see the email attachments in IC Agent Inbox
Hi All,
we are running on crm7.1, i have configured agent inbox and the email functionality is working fine, we used ERMS in our scenario to route the emails to specific agents.
Issue is that: the emails are visible and availble to the agents but we are not able to see the attachments along with, In agent inbox , the attachment is not visible for opening or downloading.
Following has been done:
Email profile has been configured IN IC WEB CLIENT -> BASIC SETTINGS -> COMMUNICATION - > EMAIL PROFILE - > Display of HTML mails is enabled.
Email profile has been added in business role via functional profiles.
SM30 -> table SXPARAMS - > maintained MULTILVALUE/ALTERNATIVE with HTML ACCORDING TO THE NOTE.
Note 1787141 has been implemented in the system.
still, we are not able to view the attachments which were sent to [email protected] , while the agent logs on, he is able to see the email but not the attachment.
please let us know if we need to maintain any further settings to achieve this SIMPLE attachment functionality
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AjHi Sigrid,
I am able to see the entry in SOIN. however the attachment is displayed like below (attached screenshot for the same, please take a look)
SAP_BASIS is release 702 , level 0012, highest support SAPKB70212
BBPCRM is Release 701 with level 0009, highest support SAPKU70109.
let us know your inputs on the same.
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Aj -
Workitem should be in IC Agent Inbox but not in SBWP
Hi,
I have a scenario in which i am creating a workitem through program. This is creating a workitem and sending a mail to the user through ERMS. Now, this workitem is present both in the agent inbox (i.e ERMS) and also in SBWP.
Once the ERMS rule is executed a mail is sent to the user. But this mail is present at both agents inbox and in SBWP. If the user clicks it in sbwp , the workitem refreshs and disappear in SBWP and it is setting the status completed in the ERMS. I need this to be seen only in agents inbox.
Kindly can you suggest
ThanksHi,
What workflow you are using.
I think the the workitem status completed in ERMS because of some terminating event trigger after you click on SBWP. -
I switched e-mail clients from windows live to thunderbird in mid december to alleviate problems in sending group e-mail. I have thunderbird on a different laptop and the product works flawlessly. The client works flawlessly with one exception: It automatically deletes any read e-mail in my inbox every 14 days without any input from me. I have had ITOK & Hughes.net look at the problem as I am using my inbox as a staging area for for pending business that tracks progress of different events. I have checked settings and there are no evident features that I can switch on or off with that time frame. This has occurred 3 times since December and I have resorted to printing e-mails to prevent loss of data.
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