1846041 - How to analyze why an ERMS inbound E-Mail is not found in the agent inbox | SAP Knowledge Base Article

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1846041 - How to analyze why an ERMS inbound E-Mail is not found in the agent inbox

Symptom

  1. ERMS workflow for inbound pull mails (agent inbox as E-Mail provider) is set up but the E-Mails are not found in the agent inbox by an IC agent.
  2. E-Mail is found in the E-Mail Workbench but not visible for the agent in the agent inbox

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Environment

  • SAP Customer Relationship Management 7.0 and higher
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA
  • SAP S/4HANA for customer management

Product

SAP Customer Relationship Management 2007 ; SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP S/4HANA for customer management all versions ; SAP enhancement package for SAP CRM all versions

Keywords

Email, E-Mail, Mail, Agent Inbox, ERMS, Empfänger, Workitem , KBA , CRM-IC-UNI , Agent Inbox , CRM-IC-CHA-EMA , E-Mail Integration , CRM-IC-EMS , E-Mail Response Management System , CRM-S4-IC-EMS , S4CRM: E-Mail Response Management System , How To

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