IC WEBCLIENT - E-MAIL RESPONSE MANAGEMENT SYSTEM

Hi,
I am in CRM Service. I am new to IC WEB. I want to develop automatic mail generation in service ticket screen ( CRMD_ORDER) with respect to the delay time from SLA(Service Level Agreement). It is 50% delay for 2 hours late customers and 100% delay for 4 hours late. Can you tell me how to generate automatic mails step by step process and how to calculate percentage and where to insert the mathematical expression? Thank you very much for this.
Regards,
Shrik.

Hi Shiv,
the direct link is:
- <a href="http://service.sap.com/~form/sapnet?_SCENARIO=01100035870000000202&_SHORTKEY=01100035870000647973&_OBJECT=011000358700003326712006E&">SAP CRM 5.0 ERMS Overview</a>
- <a href="http://service.sap.com/~form/sapnet?_SCENARIO=01100035870000000202&_SHORTKEY=01100035870000647973&_OBJECT=011000358700003326732006E&">SAP CRM 5.0 ERMS How to Guide</a>
Regards
Gregor

Similar Messages

Automated Processes and Architecture - E-Mail Response Management System - SAP Library

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Hello All,
Appreciate if you could provide any pointers. I think this either mite be related to the code link property of the iview or the PCD path of pages/roles which we do in CRM SPRO.
Regards
PN

Email response management system in crm 5.0

hi buddies,
preasently i am working on email response management system in crm 5.0 for auto routing and auto respounding of emails.can any one suggest me the document or customization steps for that
thanks in advance
manav
Edited by: manav on Mar 8, 2008 6:37 AM

Hi Madhav,
You can customise the ERMS rule modler by creating the ERMS New policy in the PCUI application (Rule modler) for the Email routing category for the default service manager profile you can go to the transaction code crmc_pcuitools and select the rule modler under which select the Email routing as category for the service manager profile to be called and can create the new polocy with node and subnodes and you can define the incoming email address as well . do mention your email id so that i can send the config steps document for the same.
pl do reward points if helpful
Regards
Dinaker vikas

SAP CRM SERVICE IC WEBCLIENT E-MAIL RESPONSE SYSTEM

Hi
I am new to WEBIC. I am in CRM SERVICE. I want to generate a E-mail to send to the customer automatically with respect to the SLA(Service Level Agreement). With respect to the time delay from Service Ticket(Incident Registration). If the delay is 4hours it should send automatic message with 100%DELAY. If it is 2hours it should send automatic message to customer with 50%DELAY. Can to tell me how to generate E-mails and how to caliculate 50% and 100%. Is I need to insert mathematical expression in any where? Please let me know step by step. Is I need to Define Service, Assign service Manager Profile, Define Repository? let me know clearly. Thanks a lot.
Shrik.

Hello Piotr,
Ok, then that explains it! If you are using ICI, then the emails are stored on the external email server and not in SAP CRM. The Interaction Record in CRM contains a pointer to the email on the server. But if you delete or archive the emails from the server, then you will get the error message in the IC. This is completely dependent on how you configure your external email server. You can certainly have access from the IC, but you need to configure your email server to keep the emails for the desired length of time (i.e., until you archive the Interaction Records in IC).
The other option of couse is to use SAPConnect and the Agent Inbox with or without ERMS (or alternatively SAPConnect and ERMS Push) in which case the emails are stored in the SAP CRM system rather than on the external email server.
Warm regards,
John

I am a professor at Kettering College, Kettering, Ohio. The college learning management system is Angel. When Firefox updated to 7.0.1 Angel would no longer send e-mail. Can you fix this?

Any attempt to send an e-mail message in Angel resulted in the following non-responsive script: https://angel.kc.edu/jscript/yahoo/utilities/utilities.js:9. Our IT support suggests uninstalling Firefox 7.01. and going back to an earlier version. I would much rather have Mozilla assist us in making Angel work with Firefox. As Angel is a widely used learning management system I would think Mozilla would want to fix this problem. Thanks. Daryll Ward

Any attempt to send an e-mail message in Angel resulted in the following non-responsive script: https://angel.kc.edu/jscript/yahoo/utilities/utilities.js:9. Our IT support suggests uninstalling Firefox 7.01. and going back to an earlier version. I would much rather have Mozilla assist us in making Angel work with Firefox. As Angel is a widely used learning management system I would think Mozilla would want to fix this problem. Thanks. Daryll Ward

Need help to develop a leave management system

Hi All,
Can someone please guide me how to start with developing a leave management system? I know core java but nothing beyond that. I'd love to read J2EE and do this project.
I'd appreciate if someone can guide how to start doing this project.
For my LMS, requirement is this
Requirement : User login and after that he would get a homepage. In the homepage, we need to show the details of the leave taken along with option of leave application.
Similarly an admin shud have option to register the new user and also check his leave status (no of leaves). Shud be able to generate a report for the same.
A mail shud go to the manager for the leave application from the employee.
Thanks
Raghavendra

For learning Java EE 5, it is difficult to beat the [Java EE 5 Tutorial|http://java.sun.com/javaee/5/docs/tutorial/doc/] (PDF).
You have several options for implementing what you describe. Your web pages could be implemented with [JavaServer Pages|http://java.sun.com/javaee/5/docs/tutorial/doc/bnagx.html] and your login requirement means that you need to think about your [authentication mechanism|http://java.sun.com/javaee/5/docs/tutorial/doc/bncbe.html#bncbn], part of [securing a web application|http://java.sun.com/javaee/5/docs/tutorial/doc/bncas.html]. You also have several options for building reports, including [simple dynamic JSP construction of your reports|http://java.sun.com/javaee/5/docs/tutorial/doc/bnahl.html].

Error While creating users in managed system.

Dear All,
I am configuring SAP Solution Manager 7.1. I am in stage of Managed System Configuration (for JAVA).
In step 6 Create user: While creating (System) user SM_COLL_<SID> I am getting error :
An error occurred while processing the UME command READ_USER from agent <hostname> : Server returned: 401 Unauthorized. Please check SMD agent application logs.
And for ABAP System,
SMDAGENT_XXX Technical User (in Managed System <SID> Client 000)
while creating user SMDAGENT_<SID> and SAPSUPPORT
I am getting error:
No CENTRAL nor DIALOG instance known for system <SID>
But in SM51 I can see Server Status Active.
and Users are not present.(Checked it through SU01)
I am not getting why this is happening.
Please help me regarding the same.
Thanks & Regards
Ajitabh

Hi,
I am pasting the SMD agent application logs:
<!LOGHEADER[START]/>
<!HELP[Manual modification of the header may cause parsing problem!]/>
<!LOGGINGVERSION[1.5.3.7185 - 630]/>
<!NAME[SMDAgentAppLog]/>
<!PATTERN[SMDAgentApplication.log]/>
<!FORMATTER[com.sap.tc.logging.TraceFormatter(%d [%t] %10s %m)]/>
<!ENCODING[Cp1252]/>
<!FILESET[0, 10, 1000000]/>
<!PREVIOUSFILE[SMDAgentApplication.9.log]/>
<!NEXTFILE[SMDAgentApplication.1.log]/>
<!LOGHEADER[END]/>
Nov 29, 2011 2:02:09 PM [Thread[Connector,5,main]] Warning    com.sap.smd.wily.hostagent.mai.MaiAdapter - init: Introscope Host Adapter is not active, no Introscope metrics from MAI
Nov 29, 2011 2:21:01 PM [Thread[Thread-33,5,main]] Warning    com.sap.smd.wily.hostagent.mai.MaiAdapter - init: Introscope Host Adapter is not active, no Introscope metrics from MAI
Nov 29, 2011 2:38:31 PM [Thread[Thread-67,5,main]] Warning    com.sap.smd.wily.hostagent.mai.MaiAdapter - init: Introscope Host Adapter is not active, no Introscope metrics from MAI
Nov 30, 2011 1:26:19 PM [Thread[ExRun:OutsideDiscovery_1,5,OutsideDiscovery:ExecTG]] Path       Caught java.net.ConnectException: Connection refused: connect
     at java.net.PlainSocketImpl.socketConnect(Native Method)
     at java.net.PlainSocketImpl.doConnect(PlainSocketImpl.java:333)
     at java.net.PlainSocketImpl.connectToAddress(PlainSocketImpl.java:195)
     at java.net.PlainSocketImpl.connect(PlainSocketImpl.java:182)
     at java.net.SocksSocketImpl.connect(SocksSocketImpl.java:366)
     at java.net.Socket.connect(Socket.java:521)
     at com.sap.smd.agent.plugin.connectors.http.ConnectionExtendedImpl.openSocket(ConnectionExtendedImpl.java:2025)
     at com.sap.smd.agent.plugin.connectors.http.ConnectionExtendedImpl.open(ConnectionExtendedImpl.java:1398)
     at com.sap.smd.agent.plugin.connectors.http.ConnectionExtendedImpl.sendInternal(ConnectionExtendedImpl.java:1552)
     at com.sap.smd.agent.plugin.connectors.http.ConnectionExtendedImpl.send(ConnectionExtendedImpl.java:1483)
     at com.tssap.dtr.client.lib.protocol.requests.RequestBase.perform(RequestBase.java:570)
     at com.tssap.dtr.client.lib.protocol.requests.RequestBase.perform(RequestBase.java:693)
     at com.sap.smd.agent.plugin.connectors.http.HTTPConnectorService.performRequest(HTTPConnectorService.java:548)
     at com.sap.smd.agent.plugin.connectors.http.HTTPConnectorService.performRequest(HTTPConnectorService.java:673)
     at com.sap.smd.agent.plugin.connectors.http.HTTPConnectorService.performRequest(HTTPConnectorService.java:638)
     at com.sap.smd.agent.plugin.connectors.http.HTTPConnectorService.performRequest(HTTPConnectorService.java:624)
     at com.sap.smd.agent.plugin.connectors.webservice.SAPHostAgentTrustedConnectionConfigurator.setupTrustedConnection(SAPHostAgentTrustedConnectionConfigurator.java:81)
     at com.sap.smd.agent.plugin.connectors.webservice.WSConnectorFactory.configureLocalSAPHostAgentEndPoint(WSConnectorFactory.java:244)
     at com.sap.smd.agent.plugin.hostagent.check.HostAgentCheckService.getHostAgentVersion(HostAgentCheckService.java:105)
     at com.sap.smd.agent.plugins.dcc.util.WSProxyManager.checkSAPHostAgentVersion(WSProxyManager.java:287)
     at com.sap.smd.agent.plugins.dcc.util.WSProxyManager.initSAPHostControlWebServiceClient(WSProxyManager.java:112)
     at com.sap.smd.agent.plugins.dcc.util.WSProxyManager.getSAPHostControlProxy(WSProxyManager.java:75)
     at com.sap.smd.agent.plugins.dcc.job.PhysicalHostPushJob.run(PhysicalHostPushJob.java:195)
     at com.sap.smd.server.exec.TaskRunner.run(TaskRunner.java:46)
     at com.sap.smd.server.util.concurrent.PooledExecutor$Worker.run(PooledExecutor.java:781)
     at java.lang.Thread.run(Thread.java:679)
Nov 30, 2011 1:26:19 PM [Thread[ExRun:OutsideDiscovery_1,5,OutsideDiscovery:ExecTG]] Error      Pb:
[EXCEPTION]
java.rmi.RemoteException: Error to perform http request cause by java.io.IOException: Unable to open connection to host "FQDN:1128". The host is down or unavailable...; nested exception is:
     java.io.IOException: Unable to open connection to host "FQDN:1128". The host is down or unavailable.
Dec 2, 2011 4:56:53 PM [Thread[Thread-368,5,main]] Warning    [Setup]Step Id 1051 has no step description
Dec 2, 2011 4:56:53 PM [Thread[Thread-368,5,main]] Warning    [Setup]Step Id 1051 has no step description
Dec 2, 2011 5:02:05 PM [Thread[Thread-363,5,main]] Error      [Setup]Failed to get a soap response from http://FQDN:50000/spml/spmlservice
Dec 2, 2011 5:02:05 PM [Thread[Thread-363,5,main]] Error      [Setup]An error occured while processing the UME command READ_USER from agent HOSTNAME : Server returned: 401 Unauthorized
[EXCEPTION]
com.sap.sup.admin.xmlsoap.core.soap.NativeSOAPException: Server returned: 401 Unauthorized
Kindly help me out guys.
Thanks & Regards
Ajitabh

Background job canceled in Solution Manager system

Dear all expert ,
Two background jobs canceled in solution manager system before some time.
details-
Background jobs :
                    1 - LANDSCAPE FETCH
    Program name : RSGET_SMSY
Job log : Job started
Step 001 started (program RSGET_SMSY, variant ,
The SLD server connection is inactive
Job cancelled after system exception ERROR_MESSAGE
                   2 - SEND_SYSTEM_RELATIONSHIP_TO_SUP
    Program name : AI_SC_SEND_SYSTEM_RELATIONSHIP
Job log :
                   Job started
Step 001 started (program AI_SC_SEND_SYSTEM_RELATIONSHIP, variant ,
SOL determined as monitoring Solution Manager system
SAP customer number unknown for installation number 0020606335
Job cancelled after system exception ERROR_MESSAGE
please help me , what should i do ?
I am waiting for your positive response.
Regards
Shubh

hi,
You can try following ....
For the job SEND_SYSTEM_RELATIONSHIP_TO_SUP
Program : AI_SC_SEND_SYSTEM_RELATIONSHIP
1. Up to Support Package 09:
a) Start transaction SMSY.
b) Choose Shft+F5.
c) Select the system named in the message.
d) Choose F6.
e) Select the "System Data in SAP Support Portal" tab.
f) Using the input help, fill the system number field with the correct system.
g) Save the data.
2. Up to and including Support Package 08:
a) Start transaction SOLMAN_CONNECT.
b) Select the system in question in the ID field and choose the filter pushbutton.
c) Select the system and select "Create configuration".
d) Fill the system number field using the input help with the correct system.
e) For example, select the "BW GUI Connection" service type.
f) Carry out all of the subsequent steps of the Configuration Assistant until you see the "Finish" pushbutton.
This establishes a unique relationship between your system in the Solution Manager and the system number in the SAP Support Portal. Problems no longer occur with this system when the SEND_SYSTEM_RELATIONSHIP_TO_SUPP job is next run. However, the problem may still exist for other systems (in these cases, you should follow the same steps).
Hope this will help to solve your issue..
Regards
Bhuban
RKFL

How to create a built in Content Management System

Hey guys, I've found myself in a spot of trouble.
My client commissioned me to create for him a website for his new restaurant (Paul's Place). I built him a responsive site using another website I found online (www.megnarestaurant.com) as a guideline. The problem is though that the client plans on changing the menu about every month and wants to be able to change it himself. I could teach him how to edit the files and add new ocntent himself (It's not even that hard after all) but that just doesn't seem like the right option.
Instead, I want to create a built in content management system that doesn't require a third party website or software like Wordpress or Joomla. I was thinking about having a page called "www.paulsdiner.com/login" where the client can log in using a username and password and can then change the content of the website.
My menu page is pretty much the same as the one found on "www.megnarestaurant.com/starters.html". I'm also using gloriafoods as an ordering system meaning that the client will have to change it on both the website itself and on the actual gloriafoods website (Not really an issue).
I want the client to be able to edit the menu boxes and add new boxes along with being able to add a new menu section (Like in the Jump Menu) which follows the template of the existing Jump Menu.
I'm making this website as a favour to my friend so I'm not being paid. As a point of reference (And future bragging and maybe some innocent blackmail ) how much do you guys think the creator of "www.megnarestaurant.com" charged his client?

Have a look at Perch
Perch - The really little content management system (CMS) - Perch
It requires a php/mysql database to run but the tables and set up are all automated through the Perch set up files - you just need a server that runs php/mysql. It works on the same principals as the one Ben suggested but its a lot cheaper for a one off site - however if you intend to build more CMS driven sites the one Ben suggested might be more financially viable in the long run.
The nice thing about Perch CMS is it fits in with your workflow unlike Wordpress/Joomla where you have to jump through hoops to change anything.
Plus I think you can take Perch for a spin before buying (or at least you could when I was exploring CMSs) - you can't with Power CMS. I never investigated Power CMS beacuse I would not buy something before trying it. It looks good but it might be a bit dated as it doesnt seem to be in continuous develoment. Perch is in a constant state of development and the guys are working to make it better on a daily basis.

Document management system(DMS) and Webclinet??

Hello.....
I am working on Document management system(CV01 and cv02)......
The requirements are.....
1) Originals attached to the Document should be viewed and edited by the user in the webclient..???please let me know the solutions??
2) What is the webclient and In which area (abap or bsp or portal) should i code for viewing and editing the original documents??what will be the solution for this
??I am working on 4.7 version
3) Please let me know some code about this???
Thanks and Regards
Preethi....

Hello.....
I am working on Document management system(CV01 and cv02)......
The requirements are.....
1) Originals attached to the Document should be viewed and edited by the user in the webclient..???please let me know the solutions??
2) What is the webclient and In which area (abap or bsp or portal) should i code for viewing and editing the original documents??what will be the solution for this
??I am working on 4.7 version
3) Please let me know some code about this???
Thanks and Regards
Preethi....

Document Management System for Struts Project

I am doing a J2EE project in struts, in which i need to implement document management system containing the following features :
1. File Upload/Download
2. File Sharing
3. Giving Permissions to Files, etc
Instead of building a DMS from the scratch I am looking for a open source DMS solution which I can customize as per my needs and implement in my project. Since my project is based on struts, I am looking for a struts based solution.
Please tell me if there are any good open souce DMS like these.

hi jitesh,
now i am doing the same project which you have done with struts framework. please let me know the solutions for the project.
please reply to my mail id = [email protected]
thanks.
nandha.

Document Management Systems for Home User

Hello!
I'm just a regular home user with a bunch of incoming snail (paper) mail. To get rid of the hassle to file the incoming stuff permanently I plan to scan it immediately and dispose afterwards.
I would prefer a document management system to just putting the scanned files in a folder. All DMS I found so far I rather enterprise grade (like Alfreso, Agorum Core).
EDIT:
Desired features would be:
- Tagging (hierarchical)
- Key - Value pairs attachted to the document
- Preview
- Indexing (of text documents)
Since I've never used a DMS before I'm not sure what is desriable.
How do you handle similiar situations?
System is KDE. Maybe there is a possibility to use the nepomuk tagging system...
Thanks!
Last edited by Osiris (2011-03-26 12:14:29)

Desired features would be:
- Tagging (hierarchical)
- Key - Value pairs attachted to the document
- Preview
- Indexing (of text documents)

SENDING MAIL TO ANOTHER SYSTEM IN INTRANET BY USING SMTP

hi
i am able to send simple smtp messages within the single localhost but i am not able to send it to another system ,plz help me .i also need to get the reply from that system since i am the server. i am using jsp code.
i have enclosed the code
mail.jsp
<%@ page language="java" import="javax.naming.*,java.io.*,javax.mail.*,
javax.mail.internet.*,com.sun.mail.smtp.*"%>
<html>
<head>
<title>Mail Send:Defect Tracking System</title>
</head>
<body>
<%
try{
Session mailSession = Session.getInstance(System.getProperties());
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transport.connect("cl301",25,null,null);
MimeMessage m = new MimeMessage(mailSession);
m.setFrom(new InternetAddress(%><%request.getParameter("from")%><%));
Address[] toAddr = new InternetAddress[] {
new InternetAddress(%><%request.getParameter("to")%><%)
m.setRecipients(javax.mail.Message.RecipientType.TO, toAddr );
m.setSubject(%><%request.getParameter("subject")%><%);
m.setSentDate(new java.util.Date());
m.setContent(%><%request.getParameter("description")%><%, "text/plain");
transport.sendMessage(m,m.getAllRecipients());
transport.close();
out.println("Mail Send!");
response.sendRedirect("Login.jsp");
catch(Exception e){
out.println(e.getMessage());
e.printStackTrace();
%>
</body>
</html> mailApi.jsp
<%@ include file="TemplateObj.jsp" %>
<%@ include file="Common.jsp" %>
<%!
%>
<html>
<head>
<title>Mail:Defect Tracking System</title>
</head>
<link rel="stylesheet" href="style/stylesheet.css" type="text/css">
<body>
<table>
<tr><td><img src="images/header.gif"</td></tr></table>
<br>
<table align="right">
<tr><td><img src="images/bug_chick.gif"></td></tr></table>
</p>
</form>
</td>
</tr>
</table>
<table border="1" width="50%" cellpadding="0" cellspacing="0">
<tr>
<td width="100%">
<form method="POST" action="mail.jsp">
<table border="1" width="100%" cellpadding="0" cellspacing="0">
<h1>Send Bug Mail</h1>
<tr>
<td width="50%"><b>To:</b></td>
<td width="50%"><input type="text" name="to" size="30"></td>
</tr>
<tr>
<td width="50%"><b>From:</b></td>
<td width="50%"><input type="text" name="from" size="30"></td>
</tr>
<tr>
<td width="50%"><b>Subject:</b></td>
<td width="50%"><input type="text" name="subject" size="30"></td>
</tr>
<tr>
<td width="50%"><b>Description:</b></td>
<td width="50%"><textarea name="description" type="text"
cols="40" rows="15" size=100>
</textarea>
</td>
</tr>
<tr>
<td><p><input type="submit" value="Send Mail" name="sendMail"></td>
</tr>
</table>
</body>
</html>

do NOT use JSP for anything except presentation of data, NEVER use it for anything else.
If you need Java code inside a JSP, it shouldn't be a JSP.
What makes you think you can't send mail to another server?
What errors are you getting (I can guess, and I have 2 very strong contenders for the title, but I can't be sure)?
To find out what replies a mailserver can give, read the relevant RFCs. Of course if you close the connection without waiting for (let alone handling) those responses you're never going to see them.

How to use DPS for a daily newspaper with content management system like wordpress

Hi,
I am using DPS for magazines. I would like to use it urgently for a newspaper company. the content will be in form of Content Management System such as wordpress, joomla. I know i can upload html content into folios. How do I display content like The New york Times and Washington post on iPad using digital publishing suites?

Hi,
Please send me a private mail (ktukker at_sign adobe -d o t - com ) with your question and description of workflow. Can you give me some sample links of Washington Post / NYT that you are referring too?
You can combine an HTML workflow with DPS. have a look at the Shell Scenarios app; content has all be created in HTML articles.
Shell Scenarios: https://itunes.apple.com/nl/app/scenarios/id605820338?l=en&mt=8
-Klaasjan

Enquiry of SAP Campus Management System

Dear all
Would like to have first enquiry about SAP Campus Management System, is it suitable for use by Learning Centres (for example some tutorial learning centre or child learning centre), what's the scale of the product and most importantly, initial investment? Thanks
(For the first look I think only suitable to University type Campus?)
Donald

The SAP Student Lifecycle Management (former name is Campus Management) solution enables institution-wide collaboration across business processes and users, supporting more effective service,increasing efficiencies, and lowering
total cost of ownership. Its global approach brings together experience and best business practices from different educational systems, educational levels, and cultures. By accommodating the diverse aspects of international academic programs an non-academic programs, the software helps institutions to be successful in a globally collaborating world. Its flexibility and scalability supports ongoing transformation,growth,and optimization of business processes.
In other words SAP SLcM can serve different type of 'study' models and cope with their processes/demands. The SAP solution serves the entire Education & Research ecosystem. Below some examples:
- K-12;
- Public Universities;
- Private Universities;
- Medical Schools;
- Business Schools;
- Techning-intensive Universities;
- Etc, etc.
Your question regarding the Initial investments I cannot answer directly. If you send me an e-mail (rob(atsign)sap.com) I can get you in contact with my collegeaus who can help you out.
Please do not hesitate to contact me if you have any other queries.
Br,
Rob

IC WEBCLIENT - E-MAIL RESPONSE MANAGEMENT SYSTEM

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