2597668 - Preventing issues during ERMS inbound e-mail processing by assigning required authorization to workflow user | SAP Knowledge Base Article

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2597668 - Preventing issues during ERMS inbound e-mail processing by assigning required authorization to workflow user

Symptom

  • You want to set up E-Mail Response Management System and define rules with actions to route inbound E-Mail to the IC agents or (semi-)autoprocess E-Mails by help in the Rule Modeler. You want to make sure that the workflow user has sufficient authorization to execute the actions or read the necessary data, or
  • You have defined that actions like creation of a service request, sending of autoacknowledge e-mails should be executed under certain circumstances (conditions) in the rule modeler but these actions are not executed as expected, or
  • You face issues like
    • there the workflow is in error status in transaction SWI1 when you enter Task Group WS00200001 to find related work items 
    • the workflow just stopped with status In Process but no Dialog work item of type TS00207914 gets created and/or
    • 'Exception condition "MAIL_NOT_FOUND" triggered' error is recorded for 'rRFC Entries' for FM SWW_WI_EXECUTE_INTERNAL_RFC for task TS00207915 in SWI1 
    • There is a short dump in ST22 - for example
      Category               ABAP programming error
      Runtime Errors         RAISE_EXCEPTION
      ABAP Program           CL_CRM_ERMS_MAIL_COMPOSER=====CP
      Application Component  CRM-IC-CHA-EMA
      Exception condition "MAIL_NOT_FOUND" triggered

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Environment

  • SAP S/4HANA for customer management
  • SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM

Product

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

Berechtigung , KBA , CRM-IC-EMS , E-Mail Response Management System , CRM-IC-UNI , Agent Inbox , CRM-S4-IC-EMS , S4CRM: E-Mail Response Management System , CRM-S4-IC-UNI , S4CRM: Agent Inbox , Problem

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