SAP Knowledge Base Article - Preview

2214351 - E-mail with Multiple Recipients

Symptom

You  have configured multiple recipients at transaction SO28 and would like parallel processing for an incoming e-mail by the different groups at your Organization.

Your Customers(Business Partners) are encouraged to send e-mails to multiple recipients, such as:


> From:  <Sender Address>
> To:  <Recipient  Addr[1]>; <Recipient  Addr[2]>;… ;<Recipient  Addr[n]>
> Subject: Multiple Recipients


"CRM Agent Inbox", "E-mail Workbench" nor "E-mail Status Overview" behave properly:

  • Some of these e-mails might not reach the "CRM Agent Inbox". 
  • At "CRM Agent Inbox", these e-mails  could be linked to multiple CRM Documents (e.g: IRec, ST, SR) and/or assigned to multiple groups ({Org.Units}).
  • These e-mails' status could be inconsistent when compared against  "E-mail Workbench".
  • Statistics from "E-mail Status Overview" do not make sense.


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Environment

  • SAP Customer Relationship Management 7.0
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA

Product

SAP enhancement package 1 for SAP CRM 7.0 ; SAP enhancement package 2 for SAP CRM 7.0 ; SAP enhancement package 3 for SAP CRM 7.0 ; SAP enhancement package 4 for SAP CRM 7.0

Keywords

ICCMP_INBOX; CRMCMP_EMWB; CRMCMP_EMWB_OV; EmailStatusOV; StatusByEmailOV; StatusByOrgOV email multiple , KBA , CRM-IC-EMS-MON , Monitoring , CRM-IC-UNI , Agent Inbox , Problem

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