How To Fix CRM_ERMS_WORKBENCH017 - Customizing für E-Mail-Ereignis ist nicht abgestimmt mit Agent-Inbox

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_ERMS_WORKBENCH -

• Message number: 017

• Message text: Customizing für E-Mail-Ereignis ist nicht abgestimmt mit Agent-Inbox

Translators: You can find the labels of the agent inbox statuses in
transaction CRMC_IC_AUI_MAP_STA. You can find the labels of the e-mail
workbench statuses in table CRMD_ERMS_STAS_T. The labels of the actions
are OTR texts (transaction SOTR_EDIT, package CRM_ERMS_EMAIL_UI).

Was verursacht dieses Problem?

You have implemented SAP Note 1440554 in your system, and have done the
customizing described in the "Manual Activities" section of the Note.
When e-mail work items are forwarded to other users, the inbox status
remains <LS>Open</>, while in the workbench, status changes to <LS>In
Process.</> This inconsistency occurs if, in ERMS event customizing
(transaction
<DS:TRAN.CRMC_ERMS_EVENT>CRMC_ERMS_EVENT</>), the event FWD is mapped
to PRO. This is the default setting.

Systemantwort

Das System gibt eine Fehlermeldung aus und erlaubt Ihnen nicht, mit dieser Transaktion fortzufahren, bis der Fehler behoben ist.

Wie behebe ich diesen Fehler?

To ensure that no further inconsistencies occur when SAP Note 1440554
has been implemented, the following prerequisites must be fulfilled for
you execute the actions <LS>Set to In Queue</> and <LS>Set to In Process
</> in the e-mail workbench:
Set to In Queue
Prerequisites:
The relevant e-mails have the status <LS>In Process</> or <LS>Complete
</> in the e-mail workbench and have a corresponding dialog work item
with the status READY and/or SELECTED.
The corresponding status of the dialog work item (SELECTED) is mapped to
the agent inbox status <LS>Open</> in transaction
<DS:TRAN.CRMC_IC_AUI_MAP_STA>CRMC_IC_AUI_MAP_STA</>.
The event FWD is mapped to the ERMS status QUE in transaction
<DS:TRAN.CRMC_ERMS_EVENT>CRMC_ERMS_EVENT</>.
Set to In Process
Prerequisites:
The relevant e-mails have the status <LS>In Queue</> or <LS>Complete</>
in the e-mail workbench and have a corresponding dialog work item with
the status STARTED and/or SELECTED.
The corresponding status of the dialog work item (SELECTED) is mapped to
the agent inbox status <LS>In Process </>in transaction
CRMC_IC_AUI_MAP_STA.
The event FWD is mapped to the ERMS status PRO in transaction
CRMC_ERMS_EVENT.

Vorgehensweise für Systemadministratoren

Fehlermeldungsextrakt aus SAP-System. Copyright SAP SE